Remote Software Support Specialist

EBSCO Information Services; Helena (MT); On-site; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services, a leader in AI-enabled information services, is seeking a Technical Support Representative to diagnose and resolve issues for internal and external clients. You will communicate effectively, triage problems, and collaborate with cross-functional teams to ensure customer satisfaction.

Join a team that supports remote work models and offers strong benefits. Prior experience in software support and fluency in Spanish are valued for delivering exceptional service across

Qualifications

• 2+ years of experience in an application support or software support role.
• Proven experience supporting enterprise or customer-facing applications.
• Excellent communication skills, able to translate technical issues into user-friendly language.
• Experience working with issue tracking/ticketing systems.

Responsibilities

• Provide first line diagnostic/troubleshooting support via phone and email.
• Answer questions across the full suite of EBSCO products.
• Identify root causes and drive issues to resolution.
• Communicate action plans to clients and internal teams.
• Collaborate with other support operations to prioritize problems.
• Explain product features, installation, configuration, and deployment of upgrades.

Skills

Communication

Customer-focused

Problem-solving

Spanish (Bi-lingual)

Education

BA/BS degree or equivalent practical experience

Tools

MS Office Suite

Issue tracking systems

Job description

EBSCO Information Services, a leader in AI-enabled information services, is seeking a Technical Support Representative to diagnose and resolve issues for internal and external clients. You will communicate effectively, triage problems, and collaborate with cross-functional teams to ensure customer satisfaction.

Join a team that supports remote work models and offers strong benefits. Prior experience in software support and fluency in Spanish are valued for delivering exceptional service across