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Sr Technical Support Representative

Date:  Sep 8, 2021

Durham, NC, US, 27713

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 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 an opening for a Senior 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.


Job Profile

This role will serve as the Senior Technical Support Representative on the NoveList support team. 

This includes, but is not limited to, acting as the point person for code issues (HTML/CSS) in support cases, providing data (via SQL reporting) to both customers and internal stakeholders to help resolve customer issues as well as helping other staff members with their duties/needs.  This is in addition to daily working support cases for our customers, creating/maintaining internal documentation, assisting other team members with cases, coordinating with developers and product management, and training/onboarding other staff members.  The person filling this role will need to quickly become an expert across our product line and take on the teams most difficult and time-consuming issues.  The position is not a management role, but whoever fills it is expected to become a team lead for our support group.


Primary Responsibilities:

  • Handle our support team’s role with reporting. This will include creating/updating/delivering reports to both internal and external customers
  • Point person on the support team for code issues
  • Helping other support team members take support cases to resolution
  • Help groom defects and enhancements logged by support
  • Provide technical information support for sales, marketing, product management, and other NoveList/EBSCO stakeholders as needed
  • Contribute to internal/external documentation


Required Qualifications:

  • Two or more years of “top tier” experience in a technical support role.  This experience should demonstrate a past of handling difficult issues beyond other staff members’ abilities.  Previously being a point person for difficult customer situations is a plus, but our focus here is on advanced troubleshooting
  • Two or more years of experience with SQL reporting.  The applicant needs to be able to create new queries not simply be able to troubleshoot existing ones.  The position will not be a DBA role, the focus is solely on SQL reporting
  • Two or more years of experience with HTML/CSS.  The applicant needs to be able to write code from scratch, not simply troubleshoot existing code.
  • Two or more years of experience with Microsoft Windows Office Suite (Excel, Word, Outlook) in a work environment.


Preferred Qualifications:

  • Experience working with javascript code
  • Previous experience supporting proprietary software
  • 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.



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.

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Technical Support, Developer, Product Manager, SQL, Database, Technology, Operations