Technical Support Representative

EBSCO Information Services; Ipswich; Remote; USD 36,000 - 53,000; Full time

Job summary

An established industry player is seeking a Technical Support Representative to enhance customer satisfaction through effective problem-solving and technical support. This entry-level role offers a unique opportunity to work remotely while providing essential assistance to clients using a suite of innovative software solutions. The ideal candidate will possess excellent communication skills and a strong foundation in customer support, making a significant impact on user experiences. Join a dynamic team dedicated to empowering users and transforming the research landscape with reliable information and cutting-edge technology.

Qualifications

• 2 years in application or software support role.
• Proven experience with customer-facing applications.

Responsibilities

• Provide first line diagnostic support via phone and email.
• Collaborate with teams to prioritize and resolve issues.

Skills

Customer Support Skills

Technical Troubleshooting

Communication Skills

Problem Identification

Bilingual (Spanish)

Education

BA/BS Degree or Equivalent Experience

Tools

Issue Tracking Systems

MS Office Suite

Job description

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Join to apply for the Technical Support Representative role at EBSCO Information Services

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.

This remote position is U.S.-based only (excluding U.S. territories).

What You'll Do

1. Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
2. Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
3. Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
4. Answer customer questions and inquiries across entire suite of EBSCO products
5. Perform problem determination / problem source identification to understand the root cause of a customer’s issue
6. Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
7. Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
8. Communicate action plans to the client or EBSCO representative as appropriate
9. Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
10. Conduct independent research in order to find solutions to customer problems
11. 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)

Pay Range

USD $36,855.00 - USD $52,650.00 /Yr.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Information Services

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