The Technical Support Representative 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 Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.This remote position is U.S.-based only (excluding U.S. territories)What You'll DoEffectively utilize customer support skills to maintain a positive working relationship between sales, its customers, and partnersDemonstrate positive customer support skills validated by maintaining a high level of customer satisfactionProvide first-line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfactionAnswer customer questions and inquiries across the entire suite of EBSCO productsPerform problem determination/problem source identification to understand the root cause of a customer’s issueCollaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolutionInstruct clients with an explanation of product features, installation, configuration, and deployment of product upgrades, both verbally and in writingCommunicate action plans to the client or EBSCO representative as appropriateTroubleshoot and resolve specific product-related issues while maximizing customer satisfactionConduct independent research in order to find solutions to customer problemsContributes to department attainment of organizational objectives and high client satisfactionYour Team Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.About You2 Years of experience in an application support or software support roleProven experience supporting enterprise or customer-facing applicationsMust have excellent communication skills, with the ability to translate technical issues into user-friendly languageExperience working with issue tracking/ticketing systemsWhat sets you apartStrong working knowledge of MS Office SuiteStrong organization skills a mustAbility to work well in a team environmentBA/BS degree or equivalent practical experience in Customer Support or call center environmentBi-lingual (Spanish)The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.Our Hybrid Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.EBSCO provides a generous benefits program including:-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts-Retirement Savings Plan-Paid Parental Leave-Holidays and Paid Time Off (PTO)-Mentoring programAnd much more! Check it out here: https://www.ebsco.com/about/benefitsWe 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
