Provides first-line technical support for EBSCO software and solutions through phone and email. Diagnoses issues, identifies root causes, troubleshoots product problems, explains features and configurations, supports upgrades, researches solutions, and communicates action plans. Collaborates with internal teams to prioritize and resolve customer issues while maintaining strong customer satisfaction.
EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.
Your Opportunity
The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.
What You'll Do- Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
- Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
- Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
- Answer customer questions and inquiries across entire suite of EBSCO products
- Perform problem determination / problem source identification to understand the root cause of a customer’s issue
- Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
- Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
- Communicate action plans to the client or EBSCO representative as appropriate
- Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
- Conduct independent research in order to find solutions to customer problems
- Contributes to department attainment of organizational objectives and high client satisfaction
Your Team
Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.
About You- 2+ Years of experience in an application support or software support role
- Proven experience supporting enterprise or customer-facing applications
- Must have excellent communication skills, with the ability to translate technical issues into user-friendly language
- Experience working with issue tracking/ticketing systems
What sets you apart
- Strong working knowledge of MS Office Suite
- Strong organization skills a must
- Ability to work well in a team environment
- BA/BS degree or equivalent practical experience in Customer Support or call center environment
- Bi-lingual (Spanish)
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