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Customer Service Tech Support Rep - Job Posting Vitelle, Sheila 15 Nov 2006 23:00 UTC

SAGE Publications, a privately owned multi-national leading academic and professional publisher of books, journals, and electronic media, located in Thousand Oaks, California, with offices in London and India, is currently seeking a Tech Support Rep. The Technical Customer Support Rep (TCSR) is responsible for ensuring optimal customer service to our library subscribers for our electronic products. The TCSR will support customers through telephone support, email and site visits.

Duties & Responsibilities
Research, analyze, and assess Sage products on library catalogs and aggregators sites. Collaborate with collection development librarians who have purchased Sage electronic products. Candidate will work with the libraries and consortia to finalize holdings and maintain new acquisitions. Establish trials and pilots as requested by collection development librarians and Sage Sales Reps. Provide lead role in training new Sage electronic customers and apprise Sage Customer Service/Circulation personnel of new industry standards and changes to platform. Coordinate troubleshooting of issues relating electronic products including access, maintenance, and other performance matters. Design workflow, streamline processes, establish and document procedures to post to the web for online technical support. Ensure the quality and integrity of the acquisition, electronic resources management, and serials control modules of the Horizon integrated library system among others. Coordinate public access to electronic journals through support and maintenance of link resolver software (i.e., SFX).

Experience with AACR2, MARC, OCLC, and LC classification and subject heading schemes. Voyager integrated library system experience is strongly desired. 3-5 years of customer service management background, preferably within a call center environment. Proficient with Microsoft Suite products. BA Degree preferred. Sales and Marketing background within a subscription environment necessary. Proficiency and expertise in Magazine or Journals circulation.

Qualified candidates should send their resumes and cover letters to or fax their resume to (805) 375-1720. No calls please.


Sheila Vitelle
Human Resources Representative
SAGE Publications
Phone:  805.410.7172
Fax:     805.376.9443