Remote Tech Support Specialist

EBSCO Information Services; City of Albany (NY); On-site; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flexible spending accounts

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostic and troubleshooting support for our software solutions. You will help customers by answering questions, diagnosing issues, and guiding them through fixes to ensure high satisfaction.

You will collaborate with sales and other teams, communicate action plans, and document outcomes. A strong focus on customer care and clear, user-friendly communication is essential; remote work is supported

Qualifications

• 2+ years of experience in an application support or software support role.
• Proven experience supporting enterprise or customer-facing applications.
• Excellent communication skills, with the ability 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 entire suite of EBSCO products.
• Identify root causes and drive issues to resolution.
• Collaborate with internal teams to prioritize problems and communicate plans to clients.
• Explain product features, installation, configuration, and upgrades to clients.

Skills

Application support

Customer-facing applications

Communication skills

Ticketing systems

MS Office

Education

BA/BS degree

Tools

MS Office Suite

Job description

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostic and troubleshooting support for our software solutions. You will help customers by answering questions, diagnosing issues, and guiding them through fixes to ensure high satisfaction.

You will collaborate with sales and other teams, communicate action plans, and document outcomes. A strong focus on customer care and clear, user-friendly communication is essential; remote work is supported