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)
Skills Required
- 2+ years of experience in an application support or software support role
- Experience supporting enterprise or customer-facing applications
- Excellent communication skills, including translating technical issues into user-friendly language
- Experience working with issue tracking or ticketing systems
- Strong working knowledge of Microsoft Office Suite
- Strong organizational skills
- Ability to work well in a team environment
- BA or BS degree, or equivalent practical experience in customer support or a call center environment
- Bilingual Spanish language skills
What We Do
EBSCO Information Services is the leading provider of information resources for institutions including discovery, journal and e-package services, research databases, e-books, digital archives, healthcare resources, corporate resources, readers’ advisory and more. EBSCO serves the research needs of academic institutions, schools and public libraries plus hospitals and medical institutions, corporations and government agencies. We are a stable, growing company and currently hiring across several business units. Please visit our careers website careers.ebsco.com to view the positions we have available company-wide.
