Technical Support Representative

🕒 May 21

🇺🇸 United States – Remote

💵 $37.1k - $52.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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EBSCO Information Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

📚 Education

🤝 B2B

☁️ SaaS

Education • B2B • SaaS

EBSCO Information Services is a provider of research databases and ebooks, facilitating access to scholarly content through its platform, EBSCOhost. The company focuses on helping users discover reliable articles and research materials across various topics, supporting institutions in their research initiatives. With a commitment to accessibility and corporate responsibility, EBSCO offers tools for effective research and aims to foster a carbon-neutral environment.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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