Remote Technical Support Specialist – Enterprise Applications

EBSCO Information Services; Little Rock (AR); On-site; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Parental leave

PTO & holidays

Mentoring program

Job summary

EBSCO Information Services (EBSCO) delivers a fully optimized research experience through a powerful discovery platform. We hire dynamic individuals who thrive in a remote-friendly environment, offering flexible work models and career growth in a global, inclusive mission.

The Technical Support Representative provides first-line diagnostic and troubleshooting support for EBSCO software, communicates action plans to clients, and collaborates with internal teams to resolve issues, ensuring high

Qualifications

• 2+ years in an application support or software support role.
• 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 and troubleshooting support via phone and email to ensure customer satisfaction.
• Answer questions across entire suite of EBSCO products and communicate action plans to clients.
• Identify root causes and coordinate with internal teams to resolve issues.
• Assist clients with product features, installation, configuration, and deployment of upgrades.
• Conduct independent research to find solutions and improve customer satisfaction.
• Maintain high levels of customer satisfaction through effective communication and problem-solving.

Skills

Communication skills

Plain language

Enterprise app support

Ticketing systems

MS Office

Team player

Spanish language

Education

BA/BS degree or equivalent practical experience in Customer Support or call center environment

Tools

Issue tracking systems

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience through a powerful discovery platform. We hire dynamic individuals who thrive in a remote-friendly environment, offering flexible work models and career growth in a global, inclusive mission.

The Technical Support Representative provides first-line diagnostic and troubleshooting support for EBSCO software, communicates action plans to clients, and collaborates with internal teams to resolve issues, ensuring high