Remote Technical Support Specialist

EBSCO Information Services; Jackson (MS); Hybrid; USD 42,000 - 60,000; Full time

Job summary

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostic and troubleshooting support for our software and solutions. The role involves collaborating with internal and external clients, communicating actions and resolutions, and ensuring customer satisfaction.

Strong focus on explaining product features, guiding installations and upgrades, and coordinating with cross-functional teams to resolve issues and deliver a seamless customer experience.

Responsibilities

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

Job description

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostic and troubleshooting support for our software and solutions. The role involves collaborating with internal and external clients, communicating actions and resolutions, and ensuring customer satisfaction.

Strong focus on explaining product features, guiding installations and upgrades, and coordinating with cross-functional teams to resolve issues and deliver a seamless customer experience.