Remote Tech Support Specialist - AI-Driven Solutions

EBSCO Information Services; Annapolis (MD); Hybrid; USD 42,000 - 70,000; Full time

Job summary

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostics and troubleshooting for our software solutions. You will communicate action plans to clients and internal teams and guide customers through product features, installation, and upgrades.

The role emphasizes collaborative problem-solving and delivering high levels of customer satisfaction. The position supports a hybrid work model, with the potential for remote engagement, and requires

Qualifications

• Provide first-line diagnostic/troubleshooting support via phone and email.
• Communicate actions and solutions clearly to customers and internal teams.
• Explain product features, installations, and upgrades to clients.

Responsibilities

• Provide first-line diagnostic/troubleshooting support via phone and email.
• Communicate action plans to the client or internal teams.
• Explain product features, installation, configuration, and upgrades to clients.
• Collaborate with other support operations to prioritize and diagnose problems.
• Maximize customer satisfaction by resolving product-related issues.

Skills

Technical support

Troubleshooting

Customer communication

Collaboration

Job description

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostics and troubleshooting for our software solutions. You will communicate action plans to clients and internal teams and guide customers through product features, installation, and upgrades.

The role emphasizes collaborative problem-solving and delivering high levels of customer satisfaction. The position supports a hybrid work model, with the potential for remote engagement, and requires