Technical Support Representative

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 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 diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Rep 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.

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 to find solutions to customer problems
• Contributes to department attainment of organizational objectives and high client satisfaction
• 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

Job Specific 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.

All staff are expected to:

• Understand and apply EBSCO’s 8 core values – People, Customer First, Sales, Growth, Profitability, Engineering, Creativity, Thrift
• Understand, apply, and adhere to EBSCO’s Employee Handbook
• Demonstrate personal values of integrity, respect, creativity, professionalism, harmony, initiative
• Ensure own compliance with company policies regarding housekeeping, IT, health and safety etc.
• Provide reporting on all areas of activity as required
• Perform other reasonable duties as requested by the management team and work reasonable overtime as 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.
• Strong working knowledge of MS Office Suite
• Strong organization skills
• Ability to work well in a team environment

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.