Technical Support Representative

🕒 Maio 21

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $37.055 - $52.935 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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EBSCO Information Services

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1984

📚 Educação

🤝 B2B

☁️ SaaS

Education • B2B • SaaS

A EBSCO Information Services é uma provedora de bases de dados de pesquisa e e-books, facilitando o acesso a conteúdos acadêmicos por meio de sua plataforma, EBSCOhost. A empresa foca em ajudar os usuários a descobrir artigos confiáveis e materiais de pesquisa em diversos tópicos, apoiando as instituições em suas iniciativas de pesquisa. Com compromisso com acessibilidade e responsabilidade corporativa, a EBSCO oferece ferramentas para pesquisa eficaz e visa promover um ambiente neutro em carbono.

Descrição

• 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 the 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 an 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

🎯 Requisitos

• 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 • BA/BS degree or equivalent practical experience in Customer Support or call center environment • Bi-lingual (Spanish)

🏖️ Benefícios

• Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts • Retirement Savings Plan • Paid Parental Leave • Holidays and Paid Time Off (PTO) • Mentoring program