- Full Time
W.W. Norton & Company is seeking an enthusiastic, energetic, and intelligent individual to join the team supporting Norton’s digital products. The Product Specialist will support students and instructors using our educational software and digital product offerings. Unique among publishers, Norton “grows readers for life,” from preschool through middle school, high school, college, and beyond. While known for being the nation’s largest independent, employee-owned book publishing firm, W. W. Norton also has a growing list of digital applications that serve students, instructors, and general readers. The Product Specialist will join a co-located team of New York-based media editors, project managers, business analysts, UX designers, engineers, and QA analysts to create exceptional products for Norton’s customers. The Product Specialist will work closely with the team of Helpdesk Analysts. The ideal candidate is detail oriented, eager to learn, and able to work independently. This position reports to the Director of Project Management and is based out of our New York office.
Essential Job Responsibilities Include:
- Work with the Help Desk Analysts to provide assistance for Level 3 customer support and to provide high-quality technical support.
- Respond to and diagnose issues through communication with end-users (through a ticketing system).
- Provide answers to digital product users (students and instructors) by identifying problems, researching answers, and guiding users through corrective steps.
- Develop a technical understanding of expected product behavior to effectively ticket bugs in JIRA and troubleshoot issues reported by end-users.
- Work with the Help Desk agents in outlining workarounds to problems, defining protocols to follow and in crafting customer communication.
- Work with the Project Manager and Product Manager in prioritizing bug resolution.
- Communicate information on issue trends to Project Manager and Product Manager.
- Work with internal teams to provide related product support.
- Work closely with other team members to help outline requirements based on support incidents and/or defects found in our digital product offerings.
- Translate user-facing issues into recommendations to improve products and improve customer experience
- Oversee the creation, management, and revision of customer-facing and internal documentation (i.e. FAQ, quick start guides, help notes, product release notes, etc.) with input from other team members.
- Design and assist with internal and external training on our educational software products.
- Work to establish comprehensive and detailed technical knowledge of the product line.
- Responsible for staying abreast of development plans as they arise and recommending additional support as needed.
- Communicate through regular updates to Product Manager and/or Project Managers the status of assigned work, support incidents, or documentation updates.
- Suggest improvements within the workflow, process, protocol and documentation (when appropriate).
- Work with internal and outside development teams to implement creative solutions for product users.
- Participate in staff meetings, Agile ceremonies (sprint planning), and training sessions.
Please note that this job description is not designed to cover all activities required of the employee.
- Bachelor’s degree.
- Employment eligibility to work with W.W. Norton & Company in the US is required.
- Must be able to work full business hours from Norton’s New York City headquarters.
- 2+ years of experience with customer support (or similar experience).
- Strong analytical skills.
- Strong troubleshooting and problem-solving skills.
- Ability to work through troubleshooting steps and resolve issues independently.
- Expertise with help desk protocols preferred.
- Understanding of software development practices.
- Excellent verbal and written communication skills.
- Empathy in handling interaction with customers and colleagues.
- Organized with strong multi-tasking and time management skills.
- Ability to work independently, managing time and shifting priorities.
- Ability to organize and work under strict timelines.
- Ability to quickly learn and adapt to new technologies and programs.
- Ability to follow communication procedures, guidelines, and policies.
- Ability to adapt and respond to different types of customers and to their needs.
- Ability to work collaboratively and cooperatively with team members and other departments.
- Ability to work under pressure.
- Ability to resolve complex problems in a timely and efficient manner.
- Ability to represent the company in an effective and professional manner.
- Ability to diplomatically and clearly communicate workarounds to complex issues.
- Experience working with e-learning, educational tools, and/or learning management systems (preferable).
- Knowledge of the publishing industry (preferable).
W. W. Norton & Company is the oldest and largest publishing house owned wholly by its employees. W. W. Norton & Company strives to carry out the imperative of its founder to “publish books not for a single season, but for the years.” In college publishing, that imperative applies not only to books, but also to an ever-growing list of essential print and digital resources that support teaching and learning. For more information about the Company, visit us online at: http://www.wwnorton.com.
W. W. Norton & Company is an equal opportunity employer. Employment with W. W. Norton is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, age, color, sex, religion, veteran status, national origin, marital status, mental or physical disability or any other legally protected status. Those applicants requiring reasonable accommodation to the application/interview process should notify the human resource manager.