From: Lorraine Estelle <[log in to unmask]>
Date: Mon, 1 Jul 2019 09:28:40 +0000

Dear Colleagues

Below are details of a part-time fixed term opportunity at COUNTER. Please
do share this with those in your networks who may be interested.



Kind regards

Lorraine



*COUNTER Technical Support Specialist and Helpdesk*



*About the role*

This role is focused on supporting Release 5 of the COUNTER Code of
Practice. It’s a diverse role and is a great opportunity to get
wide-ranging experience of usage metrics and SUSHI.  You’ll be working
closely with and supporting our volunteer Technical Advisory Group (TAG)
and COUNTER community across the world. You’ll be helping the COUNTER
community by resolving their queries and you will make sure that our
support materials meet their needs.



This is an important new role, supporting the experts in the TAG develop
and maintain the Release 5 Code of Practice. We aim to provide the COUNTER
community of publishers, vendors, libraries and consortia with timely
advice, which will help them implement and use the new usage reports in the
most efficient and effective way.



*Key responsibilities*

   - Provide support for queries from the COUNTER community about the Code
   of Practice Release 5 and the COUNTER_SUSHI API specification.
   - Triage queries when advice from the TAG is required and provide the
   group with proposed resolutions.
   - Log and keep records of incoming queries, responses and response times.
   - Analysing query logs so you can spot common trends and underlying
   issues and inform the TAG to inform future development.
   - Work closely with and support the TAG with its projects in the
   development of tools, the updating of the Code of Practice and the
   COUNTER_SUSHI API specification and the development of sample usage
   reports, carrying out support tasks as required.
   - Attend monthly meetings of the TAG.
   - Update self-help documents and FAQs, so that community members can
   help themselves.
   - Work closely with the content providers to proactively communicate
   with then about technical issues.
   - Support the Project Director in the development of educational
   resources for the COUNTER community.



*About you*

We’re looking for a smart, practical person who can wear many hats, has a
collaborative style, and determination to help. You’ll be a quick learner
and ideally have an understanding of COUNTER usage reports and SUSHI.
You’ll have a blend of analytical skills and customer service skills.
You’ll be able to build relationships with our members and serve their
diverse needs - from the very technical to the straightforward. You are:



·       Ideally familiar with COUNTER usage reports and the COUNTER_SUSHI
API specification.

·       Able to balance a diverse role providing a wide range of support.

·       Experience helping customers and solving problems in collaborative
and calm manner.

·       Able to communicate technical issues to a non-technical audience
and use open questions to find the underlying issue when queries are not
clear.

·       Strong written and verbal communication skills with the ability to
communicate clearly.

·       A global perspective - we have member organizations from across the
world.

·       Extremely organized and attentive to detail.

·       Experience REST/JSON is desirable.



*About COUNTER*

We provide the standard that enables the knowledge community to count the
use of electronic resources. Release 5 of our Code of Practice became
effective in January this year, ensuring that vendors and publishers can
provide their library customers with consistent, credible and comparable
usage data.

We are a membership organisation with global membership.



*Employment Type*

Part-time, fixed-term contract for c.6 months. Hours will be between 16-24
per week and remuneration 12-15k, depending on skills, experience and
number of hours.

*Location*

It is anticipated that the Technical Support Specialist will work from home
(providing their own laptop, hardware and software). They can be based
anywhere in the world but must be available for TAG meetings which usually
take place at 3pm UK time, and catch up call with the Project Director
based in the UK and other ad hoc calls from time to time.



*To apply*

If you’d like to join the COUNTER team and support our TAG, please send a
cover letter and your CV to [log in to unmask] . Deadline:
19 July 2019. We look forward to finding out about you!

*No agencies please.*