Description:
Reporting to the Senior Technical Analyst, Partner Operations, the Junior Business Operations Analyst, Partner Operations acts as the first level triage for most inbound ebook/audiobook-related issues, including investigation of metadata and incoming requests from customers and partners as well as our ratings & reviews, OverDrive and Tolino. The Junior Business Operations Analyst is also responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area. The candidate will help with collecting feedback and metrics from the tickets and QA issues they handle. The data they collect and provide from the various Business Operations ticketing queues in their work is then used to uncover trends and provide feedback to drive Partner technology and operational improvements and investments.
The Person:
The Junior Business Operations Analyst, Partner Operations is responsible for triage, monitoring and processing of ticket queues related to Partners & External Services. They are also expected to assist with processing, when required, the backlog of open tickets in other functional areas.
Responsibilities Include:
- Front-line Support
- Triage incoming tickets for Partners & External Services area.
- Investigate, troubleshoot, solve or escalate Partner, External Services and first step tickets as required, from functional area or as assigned/delegated.
- Data Collection
- Review and analyze recurring issues and communicate recommendations based on findings as directed by Senior Technical Analyst, Partner Operations.
- Create and pull reports using SQL or our internal content management system as requested.
- Share information as requested to client teams, Partners, development and delivery teams, content management, and external vendors on the investigation and resolution of bugs.
- Documentation
- Maintain Partner Operations-related process documentation as requested by Senior Technical Analyst, Partner Operations.
- Project Support
- Support Business Operations, Content, and Kobo Writing Life with projects on an ad-hoc basis and as available/directed.
The Skillset:
Required:
- Experience working with SQL or at least familiarity with SQL.
- A college/university diploma or work/project experience in the realm of digital media/content, or Business Support roles.
- A strong interest in digital media, books, self publishing, and technology - if it’s your heart’s desire to be an editor, you aren’t going to have much fun. But if it’s a potent mix of technology and books, you’re in the right place.
- General understanding of the book industry (ISBNs, ONIX files, .epub formats are all familiar terms).
- Solid hands-on experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and create a pivot table).
- Detail and task-oriented, with strong research and organizational skills.
- Flexibility and ability to juggle many projects and priorities simultaneously.
- Strong communication skills: you have the ability to compose a professional email and handle ongoing communication with external parties regarding technical issues, you aren’t afraid to ask questions or follow up on action items or requests for information.