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Technical Support Representative

Date:  Jul 15, 2022
Location: 

Remote, MA, US, Remote

Onsite or Remote:  Remote
Company Name:  EBSCO Information Services

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 2,700 people worldwide, most now working hybrid or remotely. 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.

 

 

 

 

 

Mission

The Technical Support Representative I specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients.  Using various problem identification skills, the Technical Support Rep I diagnoses problems, identifies solutions, and drives issues to resolution.  The Technical Support Rep I must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer.  The Technical Support Representative I must communicate action plans to both client(s) and internal customers as appropriate.

Primary Responsibilities

  • Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
  • Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
  • Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
  • Answer customer questions and inquiries across entire suite of EBSCO products
  • Perform problem determination / problem source identification to understand the root cause of a customer’s issue
  • Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
  • Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
  • Communicate action plans to the client or EBSCO representative as appropriate
  • Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
  • Conduct independent research in order to find solutions to customer problems
  • Contributes to department attainment of organizational objectives and high client satisfaction

 

Role-Based Competencies

  • Able to effectively communicate and present technical concepts to both technical and non-technical professionals. 
  • Makes customers and their needs a primary focus. Develops and sustains productive customer relationships. 
  • Able to produce significant output with minimal waste.
  • Adjusts quickly to shifting priorities and conditions. Copes effectively with complexity and change, while maintaining focus on priorities.

 

Required Qualifications

  • BA/BS degree or equivalent practical experience in Customer Support or call center environment 
  • 1 Year of Experience in web technology and software applications. 

 

Preferred Qualifications

  • Strong working knowledge of MS Office Suite
  • Strong organization skills a must
  • Ability to work well in a team environment 

 

Education

  • Bachelor’s Degree in the field or 2 Years equivalent experience 

 

Cultural Competencies

  • Drive
  • Positive Attitude
  • Good Judgement
  • Open Communication
  • Collaboration
  • Desire to Make an Impact
  • Eager to Understand
  • Accountable
  • Decisive
  • Team Player 

 

 

 

 

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, 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. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


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