Technical Support Representative

EBSCO Information Services; Dover (DE); Hybrid; USD 36,000 - 48,000; Full time

Job summary

EBSCO Information Services is seeking a Technical Support Representative to provide expert technical assistance for our software and solutions. You will diagnose issues, guide customers, and coordinate with internal teams to ensure timely resolution.

The role emphasizes strong communication, problem solving, and a customer-first mindset as you support inquiries via phone and email across the EBSCO product suite, including deployments and upgrades.

Responsibilities

• Provide first-line diagnostic/troubleshooting support via phone and email.
• Answer questions across the full product suite.
• Identify root causes and communicate solutions.
• Collaborate with other teams to prioritize issues and drive resolution.
• Explain product features, installation, configuration, and upgrades.
• Communicate action plans to clients and internal stakeholders.
• Maintain high levels of customer satisfaction through proactive support.
• Utilize customer support skills to sustain positive relationships with sales and partners.

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