Technical Support Representative - NoveList/EBSCO

Description

Technical Support Representative
Job ID: 6196  Experience: 2 years
Department: Business Development  Education: Not Indicated
Position Type: Full-Time Regular  Required Travel: No
Location: NC - Durham  Travel Percentage: 0

Overview

Technical Support Representative

NoveList, a division of EBSCO Information Services, currently has a Technical Support Representative opening.  NoveList’s core mission is helping libraries help readers. We create tools for libraries to help them work with readers and impact their communities. Our products span several categories including reading recommendations, book discovery, catalog enrichment, email newsletters, and library marketing.  We are seeking hard-working individuals eager to work in a fast-paced environment to help resolve customer issues and ensure they get the most out of our products.

Primary Responsibilities:

    By providing technical support with an emphasis on excellent customer service as follows:
        Customer service and technical support for NoveList customers and staff using the following products: NoveList Select, NextReads, and LibraryAware
        Limited technical support for NoveList, NoveList Plus, NoveList K-8, NoveList K-8 Plus, Book Index with Review
        Deliver a high quality customer experience for all customers by communicating in a friendly, professional manner using language the appropriate for the customers’ varying levels of technical expertise
        Answer customers’ questions and resolve concerns in a timely, efficient manner (within defined parameters) via telephone, e-mail, chat, etc.
        Advocate on behalf of customers for issues, enhancements and defects
        Ensure all customer communication and activities are documented appropriately
        Follow up with customers as necessary to ensure their issues have been resolved to the customers’ satisfaction
       Triage and assign cases to appropriate technical support representatives
       Prioritize tasks in a fast-paced environment
       Generate FAQs for our customer knowledge base
       Understand all NoveList products and systems used to support the products
       Provide web-based and phone-based training as necessary
       Understand technical environment (Internet, Web-based services, SaS, etc.)
       Attend regular staff meetings to report on tasks

Skills

Requirements:

    Four or more years of experience in a technical support role
    Two or more years of experience with Microsoft Windows Office Suite (Excel, Word, Outlook) in a work environment

Preferred Qualifications:

    Two or more years of experience with HTML
    Established work history serving as “top tier” support handling the more difficult support issues in an organization
    While hardware support experience may be considered as relevant, hardware and networking knowledge will be of little use in this role.  We are primarily looking for individuals with demonstrated software and systems support
    Two or more years of experience with SQL
    Familiarity with Java Script
    Bachelor’s degree with a technical major or technical certification(s) (MCSA or equivalent) is preferred
    Outstanding customer service skills and rapport
    Ability to collaboratively work in a fast paced team environment, with a large customer base

About EBSCO Information Services: What We Offer

EBSCO Information Services (EBSCO) is the leading provider of resources for libraries worldwide including EBSCONET®, and EBSCOhost®, the world's premier for-fee online research service. Through a library of tens of thousands of full-text journals and magazines from renowned publishers, EBSCO serves the content needs of all researchers (Academic, Medical, K-12, Public Library, Corporate, Government, etc.). EBSCO is also the provider of EBSCO Discovery Service™ (EDS), which provides institutions with a fast, single search box for its entire collection. EBSCO Information Services is a division of EBSCO Industries Inc., one of the largest privately held companies in the United States.

About the NoveList Division of EBSCO

When you join EBSCO as a Technical Support Representative, you will contribute your skills to the NoveList Division in Durham, NC.  NoveList is a leading electronic readers’ advisory for public and school libraries. Professionals in this group come from diverse backgrounds including librarians, information and technology specialists, and more.

EBSCO is an equal opportunity employer and welcomes diversity in the workplace. EOE M/F/H/V