AI-Enabled Tech Support Specialist

EBSCO Information Services; Nashville (TN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

EBSCO Information Services delivers a fully optimized research experience with a strong focus on innovation and customer success. The Technical Support Representative plays a key role in diagnosing issues, guiding clients through features and upgrades, and coordinating with internal teams to drive timely resolutions.

This role emphasizes strong communication, problem-solving, and a commitment to high customer satisfaction while supporting a broad suite of EBSCO products in a hybrid work

Responsibilities

• Provide first line diagnostic/troubleshooting support via phone and email to ensure customer satisfaction.
• Maintain a high level of customer satisfaction and positive relationships across sales, customers and partners.
• Explain product features, installation, configuration, and deployment of product upgrades both verbally and in writing.
• Answer questions across the entire suite of EBSCO products.
• Identify root causes and communicate the priorities to resolve customer issues.
• Collaborate with other support operations to prioritize and diagnose problems to resolution.
• Explain action plans to clients or internal teams as appropriate.
• Troubleshoot and resolve product-related issues while maximizing customer satisfaction.

Job description

EBSCO Information Services delivers a fully optimized research experience with a strong focus on innovation and customer success. The Technical Support Representative plays a key role in diagnosing issues, guiding clients through features and upgrades, and coordinating with internal teams to drive timely resolutions.

This role emphasizes strong communication, problem-solving, and a commitment to high customer satisfaction while supporting a broad suite of EBSCO products in a hybrid work