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Customer Account Specialist - Nordic Territories

Date: May 8, 2021

Location: North London, ENG, GB, EN1 3XA

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 seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.

 

Working closely with the International Technical Support Reps and the Global Support Team Lead, the Customer Account Specialists are responsible for providing customer service and technical support to designated accounts within the Nordic geographic region.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

(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):

 

  • Answer customers' questions, both technical and service related, and resolve concerns in a timely manner (within 24 hours whenever possible) via telephone, or e-mail communication
  • Make proactive contact with target customers on regular basis. Provide support for both target and non-target customer accounts as needed.
  • Update target accounts about upcoming product releases.
  • Using industry standard troubleshooting methods, resolve technical concerns
  • Advocate on behalf of target customers for technical issues, product enhancements and defects.
  • Act as liaison between customer and internal groups, as necessary.
  • Ensure all customer communication and activities are logged.
  • Generate FAQ's for our customer knowledge base.
  • Understand products serviced and systems used.
  • Deep understanding of the technical environment in which EBSCO services are used.
  • Experience with technical support of EBSCO products preferred

 

Personal Development

 

  • Actively involved in setting personal objectives and strive for 100% achievement
  • Attend all recommended and appropriate training sessions
  • Use available tools to measure personal productivity
  • Take personal responsibility for own role in achieving department and organizational strategic objectives

 

QUALIFICATIONS

 

    • Fluent in English, with a Nordic language at a Technical Level is highly desirable
    • 2 years’ experience of working in a similar technical support role
    • COMP TIA A+ certification desired
    • Understanding of supporting online products and/or computers.
    • Experience of working in a customer-facing role
    • Proficient data entry and processing skills
    • Attention to detail and accuracy of work
    • Responsive and quick to learn and update knowledge
    • Ability to perform to expected standard under pressure
    • Literacy and numeracy skills
    • A minimum of 6 months’ technical experience supporting EBSCO DDE customers (preferred), or equivalent experience supporting online products and/or computers.

 

 


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