Apply on Employer Site

EBSCO Information Services · 12 hours ago

Technical Support Representative

United States

Full-time

Remote

Entry Level

$37K/yr - $53K/yr

2+ years exp

EBSCO Information Services is a leader in providing optimized research experiences and is seeking a Technical Support Representative to assist clients with EBSCO software and solutions. The role involves diagnosing problems, identifying solutions, and ensuring customer satisfaction through effective communication and support.

Content CreatorsDatabaseSaaS

No H1B

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 the 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 an 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

Qualification

Application support experienceCustomer-facing applications supportIssue tracking systemsMS Office SuiteCommunication skillsBilingual (Spanish)TeamworkOrganization skills