Remote Technical Support Specialist: Library Products

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

Job summary

EBSCO Information Services' NoveList division is seeking a remote Technical Support Representative to help resolve customer issues and optimize the user experience for libraries and readers.

The role requires 2+ years in technical support, proficiency with Microsoft Office, HTML/CSS, and SQL reporting, plus a bachelor's in a technical field. You will collaborate with product and engineering teams and contribute to QA and documentation.

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.
• Experience with HTML/CSS.
• Experience with SQL reporting.
• Previous experience working/volunteering at a public library.
• Bachelor’s degree in a technical field and/or relevant technical certifications.

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

Tech support

Microsoft Office

HTML/CSS

SQL reporting

Education

Bachelor’s degree in a technical field

Tools

Microsoft Office

HTML/CSS

SQL reporting

Job description

EBSCO Information Services' NoveList division is seeking a remote Technical Support Representative to help resolve customer issues and optimize the user experience for libraries and readers.

The role requires 2+ years in technical support, proficiency with Microsoft Office, HTML/CSS, and SQL reporting, plus a bachelor's in a technical field. You will collaborate with product and engineering teams and contribute to QA and documentation.