Remote Technical Support Specialist for AI-Enabled Solutions

EBSCO Information Services; Frankfort (KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

EBSCO Information Services is looking for a Technical Support Representative to provide technical support of EBSCO software and solutions to internal and external clients. You will diagnose problems, identify solutions, and drive issues to resolution while coordinating with internal teams.

You will communicate action plans to clients and internal stakeholders, deliver product guidance on features, installation, configuration, and upgrades, and strive to maximize customer satisfaction in a hybrid

Qualifications

• Technical Support Representative provides technical support assistance to internal and external clients.
• Must communicate action plans to clients and internal customers as appropriate.
• Must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer.

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 looking for a Technical Support Representative to provide technical support of EBSCO software and solutions to internal and external clients. You will diagnose problems, identify solutions, and drive issues to resolution while coordinating with internal teams.

You will communicate action plans to clients and internal stakeholders, deliver product guidance on features, installation, configuration, and upgrades, and strive to maximize customer satisfaction in a hybrid