Job opening detail :
Technical Customer Support Analyst (Remote)
posted: Mar. 7, 2023
Offered by:
Firebrand Technologies
$60,000 to $80,000 depending on experience
Health; Dental; 401K; Bonus
Full Time
Newburtyport, MA
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 issues resolution, troubleshooting problems with industry trading partners and clients, and creating tools to make our teams 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.

Responsibilities include (but are not limited to):
•Researching oddities associated with Eloquence on Demand
•Developing a deep understanding of our applications, particularly Eloquence on Demand
•Investigating reported issues, working with Firebrand 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
•Performing QA on both new and existing processes
•Creating advanced database queries, examining stored procedures, and creating views in SQL
•Expanding internal documentation and departmental workflows
•Assessing, prioritizing, and resolving client issues in a courteous, professional, and timely manner

•Excellent written and verbal communication skills
•Customer service/support experience
•Comfortable with remote working environment
•Working knowledge of SQL (advanced training may be available)

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

This position is remote from anywhere in the continental United States with occasional travel required.

To apply for this position, or any other position listed on our website ( please send a cover letter and resume to

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally-recognized basis [protected class] 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 Our  
Firebrand Technologies, located in beautiful downtown Newburyport, MA, is more than a software and services company. We are an active partner in the book publishing business, providing steadfast leadership and seamless information flow throughout the entire publishing process. It is what we love and what we do every day, for more than 30 years.

Firebrand was founded by Fran Toolan as Quality Solutions, Inc. in 1987. He believed the publishing industry was a unique and creative business, yet needed efficient tools and workflow processes to thrive and be profitable. These tools must accentuate the creativity in publishing, not hinder it.

As developers of software and technology solutions, we serve all segments of the publishing community, including trade book publishers, academic and educational publishers, journal publishers, audio publishers, distributors, trading partners, industry representatives, and other service providers. With the ability to host technologies in our datacenter or install proprietary systems on-site, we deliver solutions that meet the needs of publishers of any size and budget.

Our team engages daily in a zealous pursuit to empower publishers and their partners. We host conferences, user groups, seminars, webinars, and other educational and entrepreneurial opportunities. We stand united with the entire publishing industry, in defiance of convention, deep in resources and expertise, and committed to pragmatic solutions that persistently encourage the industry to be as creative, efficient, and successful as possible.

We hold ourselves accountable to a set of Core Values that represent both what we seek to improve and what we strive to continue doing. This is what makes us firebrands.

Our Title Management Enterprise Software tracks titles from pre-acquisition through post-production, while our Eloquence on Demand service is the most accurate and cost-effective way to implement ONIX and to distribute metadata and digital content to more than 500 trading partners. Our sister company NetGalley, delivers digital galleys to professional readers. FlightDeck is the most robust EPUB quality assurance and testing tool available.
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