Technical Support Specialist - AI-Driven Software (Remote)

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 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.