Application Support Analyst, Firebrand Technologies

Application Support Analyst, Firebrand Technologies

Reports to: Title Management Support Manager

Apply to: To apply for this position please send a cover letter and resume to the hiring team at firebrand_jobs@firebrandtech.com. No visa sponsorship is available. No agency responses, please. Must live in the continental United States.

Firebrand Technologies is seeking a dedicated Tier 1 Application Support Analyst. This role will emphasize customer service in support of our Title Management product. The successful candidate will demonstrate pride and accountability in their work, striving for high-quality standards, and will have a proven track record of exceeding client expectations. Responsibilities include investigating and troubleshooting issues with industry trading partners, providing training to clients on best practices, and effectively addressing client queries.

In this role, you will have the opportunity to:

• Assess, prioritize, and resolve client issues in a courteous, professional, and timely manner
• Investigate reported issues, working with Firebrand Technologies’ support staff, to understand the full scope and resolution of issues
• Write technical summaries of resolutions for Firebrand Technologies’ case management system and/or internal documentation
• Perform QA on both new and existing processes
• Expand internal documentation and departmental workflows
• Contribute to our growing internal documentation library, and find opportunities for process improvements

To be successful in this role, we ask that you have:

• Bachelor’s degree in a related field or equivalent practical experience
• Excellent written and verbal communication skills
• Prior experience in a customer support role
• Proven success working independently in a remote team environment
• Excellent organizational skills
• Strong attention to detail and a strong desire to “get things right”
• Ability to manage competing priorities in a dynamic team environment
• Ability to develop strong working relationships with colleagues
• Ability to critically think and communicate when the opportunity arises
• Ability to manage a project and drive it to completion
• Attention to detail and deadlines

It would be awesome if you had:

• Experience working in Zendesk and Jira for case management
• Working knowledge of SQL, Crystal Reports, and/or Visual Cron
• Working knowledge of ONIX
• Familiarity with the book publishing industry

Firebrand Technologies and NetGalley, LLC are committed to equal employment opportunities. We will not discriminate against employees or applicants for employment on any legally-recognized basis including but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.

About Firebrand Technologies

Firebrand Technologies—a strategic part of the Firebrand Group collection of companies—is dedicated to providing leading software and services to help publishers succeed. Title Management tracks titles from pre-acquisition through post-production, marketing, and sales. Eloquence on Demand is the industry gold standard for implementing ONIX and maximizing control of how data reaches the marketplace. Eloquence on Alert’s proprietary title performance monitoring service collects key, hard-to-access details about your products from major online marketplaces and review sites, and puts all of that information directly at your fingertips. Firebrand Flywheel harnesses the power of AI-supported technology to identify hidden opportunities for driving backlist sales, precisely when it matters most. For more information, visit firebrandtech.com.

About NetGalley, LLC

NetGalley helps publishers and authors promote digital review copies and audiobooks to book advocates and industry professionals. Hundreds of thousands of members rely on NetGalley’s secure, sustainable, and easy-to-use platform to discover books, share reviews, and champion literacy. The NetGalley team coordinates closely with publishers on targeted promotions, and provides training, strategy, and consultation for incorporating NetGalley into overall marketing and publicity efforts. NetGalley is a strategic part of the Firebrand Group collection of companies, which together provide leading software and services to help publishers achieve success. To learn more, visit netgalley.com/tour.