Technical Support Representative, Novelist

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 (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 NoveList division’s core mission is helping libraries help readers. We create tools for libraries to help them work with readers and impact their communities. We are seeking customer-focused and hard-working individuals eager to work in a fast-paced environment to help resolve customer issues and ensure they get the most out of our products.

This remote position is U.S.-based only (excluding U.S. territories)

What You'll Do

• 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.

Your Team

You will be welcomed as a member of the product operations and technical support team for the NoveList division of EBSCO. We are a team of six full-time employees who work closely with several other teams at NoveList (product management, software developers, sales support, etc.). Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a Technical Support Representative and your development and career growth at EIS.

About You

• 2+ years of experience in a technical support role
• 2+ years of experience with Microsoft Windows Office (Excel, Word, Outlook) in a work environment

What sets you apart

• 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

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 2026-2067

Category Customer Satisfaction

Position Type Full-Time Regular

Remote Yes