Technical Customer Support Analyst, Eloquence on Demand

To apply for this position, submit a cover letter and resume to fir Applications without a cover letter will not be considered. No visa sponsorship available. No agency responses, please.

Firebrand Technologies—a strategic part of the Firebrand Group collection of companies owned by Media Do International (MD-i)—is a software and technology services company. We’ve been helping publishers handle their internal workflows, digital distribution, and marketing efforts for more than 35 years.

Our company’s unique, community-focused approach to business creates an optimal atmosphere for innovation and success. To make this true, everyone at Firebrand Technologies rolls up their sleeves and gets their hands dirty. We embrace opportunities and challenges with enthusiasm and a collective sense of purpose.

In February 2021, Firebrand Technologies and its sister company, Net Galley LLC, were acquired by Media Do International (MD-i), the US-based subsidiary of Japan’s Media Do Co., Ltd, one of the largest ebook distribution companies in the world retaining the largest share of Japan’s $4.5 billion ebook market.

Together, Firebrand Technologies and Net Galley, LLC are 100% remote global companies with just over 100 employees.

Firebrand Technologies is seeking candidates for a Technical Customer Support Analyst position to support the Eloquence on Demand service. As a software and technology services company, we’ve been helping publishers handle their internal workflows, digital distribution, and marketing efforts for more than 30 years. Our community-focused approach gives our clients more than just tools and support; it helps foster an optimal atmosphere for innovation and product success.

A general sense of pride and accountability in your work are necessary to become successful in this position, as is the desire to meet high-quality standards. Our clients are very dear to us and we go above and beyond to make sure that their needs are met.

Our ideal candidate will embrace this philosophy and do their best to help publishers succeed. This will entail a combination of investigative work into why a process didn’t go as expected, thorough documentation of each issue’s resolution, troubleshooting problems with industry trading partners and clients, and creating tools to help our team’s workflow be more efficient and automated. You’ll excel if you are someone who enjoys sleuthing out the cause of data issues and anomalies, are able to work off of hints, and enjoy writing documentation.

For those unfamiliar with our systems, we will give you the tools to succeed through a lengthy ramping-up period and cross-training.

• Research oddities associated with Eloquence on Demand
• Develop a deep understanding of our applications, particularly Eloquence on Demand
• Investigate reported issues, working with Firebrand Technologies support staff to understand the full scope and resolution of issues, and writing a technical summary of the resolution for our case management system and/or internal documentation
• Perform QA on both new and existing processes
• Expand internal documentation and departmental workflows
• Assess, prioritize, and resolve client issues in a courteous, professional, and timely manner
• Contribute to our growing internal documentation library, and find opportunities for process improvements

• Excellent written and verbal communication skills
• Comfortable with remote working environment
• Working knowledge of SQL (advanced training may be available)
• Excellent organizational skills
• A strong attention to detail and a strong desire to “get things right”
• The ability to juggle and prioritize multiple tasks

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