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Technical Support Representative 1

Date: Aug 9, 2019

Location: Durham, NC, US, 27707

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.

NoveList, a division of EBSCO Information Services, currently has a Technical Support Representative opening.  NoveList’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 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. While systems/network support experience may be considered as relevant, hardware and networking knowledge will be of little use in this role.  We are primarily looking for individuals with demonstrated software and systems support.

 

Primary Responsibilities:

•The representative will help address setup and support needs for NoveList products via email, chat, and phone with an emphasis on excellent customer service.

•Contribute to internal/external documentation

•Provide technical information support for sales, marketing, and product management

 

Required Qualifications:

•Two or more years of experience in a technical support role.

•Two or more years of experience with Microsoft Windows Office Suite (Excel, Word, Outlook) in a work environment.

 

Preferred Qualifications:

  • Two or more years of experience with HTML/CSS
  • Two or more years of experience with SQL reporting
  • Previous experience working/volunteering at public library
  • Bachelor’s degree with a technical major or technical certification(s) (MCSA or equivalent)

 

 

Role Based Competencies

•Customer-first mentality: Makes customers and their needs a primary focus. Develops and sustains productive customer relationships.

•Attention to detail: Does not let important details slip through the cracks or derail a project.

•Calm under pressure: Maintains stable performance when under heavy pressure or stress.

•Problem Solver:  Applies critical thinking and structured problem solving to address root causes.

•Collaboration:  Works effectively with team members and cross functional teams to accomplish individual, team and organization goals.

•Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communications, including email.

•Efficiency:  Able to produce significant output with minimal waste.

•Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.

•Work ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

EBSCO Industries, Inc.is 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.

View EEO PDF


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

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