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Customer Support Specialist

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Classification Details

Classification Information

Classification Title Customer Support Specialist
Classification Code 50320
FLSA Non-Exempt

Position Details

Position Information

Position Title Customer Support Specialist
Position Number 133040
Pay Grade 11
Department Library Administration - 26000
Expectations for All Employees:

East Tennessee State University pursues its mission based upon core values. An employee’s job performance must support and exhibit the university’s core values: PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential; RELATIONSHIPS are built on honesty, integrity and trust; DIVERSITY of people and thought is respected; EXCELLENCE is achieved through teamwork, leadership, creativity, and a strong work ethic; EFFICIENCY is achieved through wise use of human and financial resources; and COMMITMENT to intellectual achievement is embraced.

Job Summary
Knowledge, Skills and Abilities

• Ability to search online catalogs, abstracting and indexing databases, Google Scholar, WorldCat.
• Strong detail orientation.
• Ability to prioritize work for efficient and timely processing.
• Ability to work collaboratively to troubleshoot and solve problems.
• Ability to work independently with minimal guidance and handle multiple tasks and priorities.
• Ability to communicate effectively with a broad range of people and levels of technical literacy.
• Knowledge of Microsoft Windows operating systems and Office applications; expert user of Excel, Access, and Word.
• Knowledge of Adobe Acrobat Professional software.
• Knowledge of ILLiad and Odyssey interlibrary loan software.
• Knowledge of integrated library system cataloging and circulation staff functions.
• Knowledge of ETSU computer standards, policies, procedures, and forms.
• Knowledge of personal computer configuration, hardware and software installation, backup/restore.
• Working knowledge of TCP/IP networking and PC network configuration.

Required Qualifications

Bachelor’s degree from a four-year accredited college or univeristy required; minimum of two years’ experience working in an academic or public library with an integrated library system (ILS) required; minimum one year working in interlibrary loan or electronic course reserve processing required.

Preferred Qualifications

Experience working with ILS, Millennium, preferred.

Physical Demands
Supervision Given and Received

Performs under general supervision. Plans and arranges own work which is directed toward an established objective. Supervises and trains student employees assigned to the unit.

Version Date June 2013
Job Duties

These are the job duties required of the position.

Description of Job Duty

• Responsible to Access Services Supervisor for accurate and timely request processing.
• Verifies bibliographic accuracy of requests and determines best fulfillment source.
• Plans, organizes, and manages digital document delivery processing for interlibrary loan and online course reserves; develops, monitors, and evaluates procedures and performance standards, recommends changes.
• Maintains online help (FAQ, LibAnswers) pertaining to assigned areas.
• Troubleshoots processing and delivery problems, interacting with system vendors and ETSU OIT as needed; monitors status of open issues and follows up as needed; maintains problem tracking data for assigned areas.
• Collaborates with the Library Technology Manager to install, configure, support, and maintain hardware and software used by library employees.
• Creates, distributes, and maintains training and support resources (e.g., documentation, video tutorials) for assigned areas (e.g. how to scan for electronic document delivery, how to put article links in online courses).

Job Duty Type Essential
Job Duties

These are the job duties required of the position.

Description of Job Duty

• Participates in library planning, reporting, evaluation activities and in meetings.
• Performs other related duties as assigned.

Job Duty Type Secondary