Technical Support Representative

EBSCO Information Services; City of Albany (NY); On-site; USD 37,000 - 53,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flexible spending accounts

Retirement Savings Plan

Paid Parental Leave

Holidays and PTO

Mentoring program

Job summary

EBSCO Information Services is seeking a Technical Support Representative to provide first-line diagnostic and troubleshooting support for our software solutions. You will help customers by answering questions, diagnosing issues, and guiding them through fixes to ensure high satisfaction.

You will collaborate with sales and other teams, communicate action plans, and document outcomes. A strong focus on customer care and clear, user-friendly communication is essential; remote work is supported

Qualifications

• 2+ years of experience in an application support or software support role.
• Proven 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/troubleshooting support via phone and email.
• Answer questions across the entire suite of EBSCO products.
• Identify root causes and drive issues to resolution.
• Collaborate with internal teams to prioritize problems and communicate plans to clients.
• Explain product features, installation, configuration, and upgrades to clients.

Skills

Application support

Customer-facing applications

Communication skills

Ticketing systems

MS Office

Education

BA/BS degree

Tools

MS Office Suite

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.

What You'll Do

• 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
• Conduct independent research in order to find solutions to customer problems
• Contributes to department attainment of organizational objectives and high client satisfaction

Your Team

Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.

About You

• 2+ Years of experience in an application support or software support role
• Proven experience supporting enterprise or customer-facing applications
• Must have excellent communication skills, with the ability to translate technical issues into user-friendly language
• Experience working with issue tracking/ticketing systems

What sets you apart

• Strong working knowledge of MS Office Suite
• Strong organization skills a must
• Ability to work well in a team environment
• BA/BS degree or equivalent practical experience in Customer Support or call center environment
• Bi-lingual (Spanish)

Pay Range

USD $37,055.00 - USD $52,935.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.

Our Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including:

• Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
• Retirement Savings Plan
• Paid Parental Leave
• Holidays and Paid Time Off (PTO)
• Mentoring program

And much more! Check it out here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Location

US-Remote

ID

2026-2072

Category

Customer Satisfaction

Position Type

Full-Time Regular

Remote

Yes