Customer Support - Systems Specialist

Keystone Systems is a growing firm producing software for library automation, selling to libraries nationally, and is a leader in its field. Keystone is a North Carolina company with its offices in Raleigh. KLAS, the Keystone Library Automation System, is the main focus of Keystone's development and support efforts. KLAS is used in special and academic libraries.

At Keystone, our primary business is to provide a quality automation system with full support services to libraries, businesses and institutions. We offer computer and library systems experience to support our customers in obtaining and fully utilizing the best automation systems available.

Keystone offers excellent long term career growth potential with room for advancement and provides good employee benefits.

Keystone Systems seeks persons who feel they can quickly learn, have a history of completing challenging tasks on schedule, have a "can do" attitude, and are looking for positions of responsibility. Persons selected for positions will receive training in various areas as appropriate and can draw on others within Keystone as needed. We feel that there is a substantial opportunity for career and personal growth at Keystone Systems.

All positions are based in Raleigh, NC.

This is a full time position. No contractors will be considered.

Keystone Systems is looking for a friendly, team-oriented individual to join our Customer Support team. The primary responsibility of this position is to provide on-going support to users of our integrated library system (a database software which helps libraries track and manage their patrons, collection, and overall operation) by phone and email. While customer support is the primary task, our support staff are also actively involved in project implementation and training new customers. As a result, experience in training (especially in creating webinar-style sessions) is of particular interest.

An applicant must have excellent communication skills, be well organized, and a self-starter. All team members should work well with others and accept responsibility to see a task through to completion.

Keystone Systems is a small, family-owned company which prides itself on getting to know our customers and providing them with exceptional support. Our customer base includes primarily specialized library services and other organizations, and includes a number of libraries serving the disabled community.

Requirements:

• Previous customer support experience.
• Proven analytical and technical troubleshooting skills.
• Strong commitment to service.
• Ability to work independently.
• Ability to work with customers with varying levels of technical expertise.
• Willingness to perform periodic on-call duty.
• Excellent written and verbal communication skills.

Desirable elements: (certain to catch our attention)

• Experience with Accessibility, Section 508, and / or Assistive Technology.
• Knowledge of library automation systems.
• MLS, MSLS, or MSIS.
• Work experience in a library setting.
• Experience creating and recording webinar-style presentations.
• Experience with writing course plans and / or training materials.
• Experience in a classroom setting and / or public speaking.

Primary duties and responsibilities are:

• Provide telephone and email based support for KLAS (Keystone Library Automation System).
• Troubleshoot, diagnose, and resolve issues reported by customers.
• Communicate application issues to the KLAS development team - both from customers and those identified in testing.
• Consulting and training new users during installations. Some occasional travel may be necessary which is unlikely to exceed 2-3 weeks over the course of a year.
• Occasional software usability and bug testing.
• Periodic late shift duties, providing support for customers in other time zones, until 7pm Eastern, usually about once per week.
• Periodic on-call duties, during which you may need to respond at any time to rare emergency issues, such as a server outage, at most one week per month.

Duties may include:

• Participate in on-going system design.
• Work with KLAS development team on system requirements and specifications.
• Systems design review.
• End user documentation.
• Attending and presenting at our Users’ Conference, held every two years.

Keystone employees are currently primarily working from home; we expect to transition to a more hybrid approach with employees expected to be in the Raleigh, NC office 2-3 days per week. Benefits include health insurance, starting at 2 weeks of vacation, 2 weeks of sick time, and 9 company holidays each year.

Salary Range = $40,000-60,000 annually commensurate on experience