Technical Support Representative

EBSCO Information Services

Technical Support Representative providing technical support assistance for EBSCO software solutions to clients through diagnostic and troubleshooting skills.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $37,055 - $52,935 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
BA/BS degree or equivalent practical experience in Customer Support or call center environment
Bi-lingual (Spanish)

Benefits

Comp & perks

Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
Retirement Savings Plan
Paid Parental Leave
Holidays and Paid Time Off (PTO)
Mentoring program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supportsoftware supporttroubleshootingproblem determinationdiagnostic supporttechnical expertiseproduct installationproduct configurationproduct deploymentcustomer satisfaction

Soft Skills

customer supportcommunicationcollaborationnegotiationproblem-solvingresearchinterpersonal skillsclient instructionaction plan communicationuser-friendly translation

Certifications

BA/BS degreeequivalent practical experience