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Customer Support Specialist

Date: May 30, 2019

Location: Contoocook, NH, US, 03229

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.


Responsible for providing support to customers and company personnel, ensuring that customer needs and service requirements are interpreted and implemented accurately. The incumbent works to determine feasible and satisfactory account specifications, and to ensure a high-quality experience for customers who are configuring new services or significantly changing accounts.


The following statements describe the general nature of work being performed in this job.  They are not intended to be an exhaustive list of all duties.  Additional responsibilities may be assigned by Management.

  • Works with customers, GOBI Customer Service, GOBI/EIS Sales, and the appropriate GOBI business units as needed to design, refine and implement new or revised technical services for customers
  • Develops, documents, and maintains customer profiles, including histories, for GOBI library technical services.
  • Evaluates the quality of customer experience for new and existing accounts and provides timely feedback to Technical Services management, who will work with GOBI/EIS Sales and Customer Service to plan accordingly.
  • Establishes vital working relationships with GOBI/EIS sales (includes CDM’s, NBD Managers, CDR’s, GOBI/EIS representatives) to explore and work in a constructive team approach to strategically increase GOBI technical service revenue with an emphasis on customers not currently receiving technical services. 
  • Supports the customer bid/RFP process by reviewing tenders and ensuring GOBI’s compliance with customer requirements. As necessary, provides language to describe services or customer options.
  • Drafts and revises technical service documentation and procedures according to established procedural guidelines.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
  • Protects operations by keeping information confidential.
  • Provides input for the establishment of system policies and procedures, standards and schedules.



  • Bachelor’s degree.
  • Experience with working in a direct customer contact role.
  • Excellent written and oral communication skills.
  • Demonstrated attention to detail.
  • Demonstrated ability to prioritize to work effectively both independently and/or in a cooperative, team environment.
  • Demonstrated excellent organizational skills.
  • Demonstrated experience using Microsoft Word, Excel, and/or Access.
  • Excellent reading comprehension skills.


  • Master of Library Science.
  • Experience with academic library services.
  • Knowledge of cataloging standards and best practices.
  • Experience coordinating, supervising or reviewing the work of others.
  • Ability to read and write French, Spanish or Mandarin at an intermediate level.


  • Demonstrated proficiency in applying academic library standards and best practices.
  • Knowledge of ethical sales practices, pricing models and fairness in competitive practices.
  • Mastery of the Library of Congress classification system.
  • Mastery of the Dewey Decimal classification system.
  • Broad knowledge of the functions of the company and the department.
  • Authoritative understanding of and compliance with the department’s service standards.
  • Understands and supports the goals and values of EBSCO Information Services.; models and actively communicates them effectively.
  • Knows and appropriately follows the company’s hierarchy.
  • Demonstrates mastery of job duties, requiring no follow-up; infrequently consults documentation; serves as a resource to other members of the work team.


  • Demonstrated ability to use sound judgment, analyze disparate information, evaluate complex and ambiguous situations and recommend solutions.
  • Ability to multitask and demonstrate flexibility in dealing with changing priorities.
  • Ability to perform with frequent interruptions, distractions, and fluctuating workloads.
  • Demonstrated ability to lead teams, commit to meeting agreed-upon goals and objectives, and support managerial decisions.
  • Ability to uphold the company image and serve as a company spokesperson.
  • Formulates new and imaginative solutions that reflect careful consideration of customer and departmental needs and goals.
  • Recognize and act upon opportunities to improve services and operations.
  • Transfers learning from one situation to solve a problem in another.


  • Advanced computer competencies, including Microsoft productivity applications and Web browsers.
  • Exemplary communication skills, both written and oral, to effectively communicate issues, concerns, and ideas internally and externally, to individuals and in group settings.
  • Strong interpersonal skills to establish effective working relationships among company departments, with professional and paraprofessional staff.
  • Highly developed organizational skills to keep information accessible and work systematically and efficiently.


While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, reach with hands and arms, push book carts and talk or hear.  The employee must occasionally walk and lift/move up to 35 pounds.  Specific vision requirements include close vision.


The noise level in the work environment is usually moderate.

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), 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.

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


Nearest Major Market: Concord
Nearest Secondary Market: Manchester

Job Segment: Compliance, Pre-Sales, RFP, Customer Service, Legal, Sales