EBSCOed Customer Satisfaction Representative

EBSCO International is the international operations group of EBSCO Information Services (EIS).  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, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

EBSCOed by Stacks Solutions is seeking a Customer Satisfaction Representative to provide technical support and customer service for our education and workforce development solutions. The Customer Satisfaction Representative will help EBSCOed customers by answering general questions, troubleshooting problems, and offer effective solutions to drive customer satisfaction while being passionate about the education and workforce development tools EBSCOed has to offer.

Responsibilities

• Support a broad array of customer service inquiries and technical support issues
• Communicate effectively with customers and team members using clear and concise written and verbal language
• Maintain records of customer interactions that include summaries of issues/questions and resolutions
• Collaborate with the Product Engagement Specialist team to create/modify/update help documentation

Required Skills & Experience

• 1-3 years of customer service, technical support, or training experience
• Strong analytical & troubleshooting abilities
• Excellent time management and organizational skills
• Familiarity or experience working with Help Desk / Support ticket software
• Familiarity with Content Management Software (CMS), Learning Management Software (LMS) or Student Information Systems (SIS)

Preferred Skills & Experience

• Excellent Time Management and organizational skills
• Familiarity or experience working in the Workforce or Education sector

Experience with the Stacks Platform