Remote Technical Support Specialist – Product & Software

Gl1; Falls Church (VA); Hybrid; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Retirement Savings Plan

Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a Technical Support Representative to deliver technical support for our software solutions. You will diagnose problems, provide first-line support via phone and email, and collaborate with internal teams to resolve issues.

The role emphasizes strong communication, problem-solving, and the ability to translate technical details into user-friendly guidance. Hybrid or remote options are available with on-site days as required by policy.

Qualifications

• 2+ years in an application or software support role
• Experience supporting enterprise or customer-facing applications
• Excellent communication, able to translate technical issues into user-friendly language
• Experience with issue tracking/ticketing systems

Responsibilities

• Provide first-line diagnostic/troubleshooting support via phone and email to ensure customer satisfaction
• Answer questions across the full suite of EBSCO products
• Diagnose problems and identify root causes to drive resolution
• Collaborate with other teams to prioritize and resolve customer issues
• Explain product features, installation, configuration, and deployment updates to clients
• Communicate action plans to clients and internal stakeholders
• Conduct independent research to find solutions to customer problems
• Contribute to departmental objectives and high client satisfaction

Skills

Communication skills

Troubleshooting

Ticketing systems

MS Office

Bilingual Spanish

Education

BA/BS degree or equivalent practical experience

Tools

MS Office Suite

Job description

EBSCO Information Services is seeking a Technical Support Representative to deliver technical support for our software solutions. You will diagnose problems, provide first-line support via phone and email, and collaborate with internal teams to resolve issues.

The role emphasizes strong communication, problem-solving, and the ability to translate technical details into user-friendly guidance. Hybrid or remote options are available with on-site days as required by policy.