Technical Support Representative

EBSCO Information Services; Nashville (TN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

EBSCO Information Services delivers a fully optimized research experience with a strong focus on innovation and customer success. The Technical Support Representative plays a key role in diagnosing issues, guiding clients through features and upgrades, and coordinating with internal teams to drive timely resolutions.

This role emphasizes strong communication, problem-solving, and a commitment to high customer satisfaction while supporting a broad suite of EBSCO products in a hybrid work

Responsibilities

• Provide first line diagnostic/troubleshooting support via phone and email to ensure customer satisfaction.
• Maintain a high level of customer satisfaction and positive relationships across sales, customers and partners.
• Explain product features, installation, configuration, and deployment of product upgrades both verbally and in writing.
• Answer questions across the entire suite of EBSCO products.
• Identify root causes and communicate the priorities to resolve customer issues.
• Collaborate with other support operations to prioritize and diagnose problems to resolution.
• Explain action plans to clients or internal teams as appropriate.
• Troubleshoot and resolve product-related issues while maximizing customer satisfaction.

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