Technical Support Representative

EBSCO

23h•Remote

About The Position

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)

Requirements

2 Years of experience in an application support or software support role
Proven experience supporting enterprise or customer-facing applications
Must have excellent communication skills, with the ability to translate technical issues into user-friendly language
Experience working with issue tracking/ticketing systems

Nice To Haves

Strong working knowledge of MS Office Suite
Strong organization skills a must
Ability to wrk well in a team environment
BA/BS degree or equivalent practical experience in Customer Support or call center environment
Bi-lingual (Spanish)

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