Remote Technical Support Specialist for Library Tools

EBSCO Information Services; Augusta (ME); On-site; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Retirement Plan

Parental Leave

Paid Time Off

Mentoring program

Job summary

EBSCO Information Services is seeking a Technical Support Representative for the NoveList division, a fully remote, US-based role. You will handle setup, troubleshooting, and customer issues via email, chat, and phone, delivering excellent service to libraries and end users.

You'll collaborate with product management, software development, sales, and support teams, contributing to documentation and QA testing while growing your technical and customer-solution skills in a flexible remote

Qualifications

• 2+ years of experience in a technical support role.
• 2+ years of experience with Microsoft Windows Office (Excel, Word, Outlook) in a work environment.

Responsibilities

• Address setup, troubleshooting, and support needs for NoveList products via email, chat, and phone, with an emphasis on excellent customer service.
• Investigate and troubleshoot customer-reported technical and product issues.
• Support the successful day-to-day operations of the NoveList product line.
• Collaborate with product management, software development, sales, and other teams to resolve issues and support customers.
• Provide technical and product expertise to sales, marketing, and product management.
• Create and maintain internal and customer-facing documentation.
• Participate in quality assurance (QA) testing of NoveList products.

Skills

Technical support

Microsoft Office

HTML/CSS

SQL reporting

Library experience

Education

Bachelor's degree in a technical field

Technical certifications

Job description

EBSCO Information Services is seeking a Technical Support Representative for the NoveList division, a fully remote, US-based role. You will handle setup, troubleshooting, and customer issues via email, chat, and phone, delivering excellent service to libraries and end users.

You'll collaborate with product management, software development, sales, and support teams, contributing to documentation and QA testing while growing your technical and customer-solution skills in a flexible remote