Technical Support Representative

Description

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.  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. 

While systems/network 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

Primary Responsibilities:

    The representative will help address setup and support needs for NoveList products via email, chat, and phone with an emphasis on excellent customer service.
    Contribute to internal/external documentation
    Provide technical information support for sales, marketing, and product management

Cultural Competencies:

    Drive
    Positive Attitude
    Good Judgement
    Open Communication
    Collaboration
    Desire to Make an Impact
    Eager to Understand
    Accountable
    Decisive
    Team Player

Role-Based Competencies:

    Customer-first mentality: Makes customers and their needs a primary focus. Develops and sustains productive customer relationships.
    Attention to detail: Does not let important details slip through the cracks or derail a project.
    Calm under pressure: Maintains stable performance when under heavy pressure or stress.
    Problem Solver:  Applies critical thinking and structured problem solving to address root causes.
    Collaboration:  Works effectively with team members and cross functional teams to accomplish individual, team and organization goals.
    Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communications, including email.
    Efficiency:  Able to produce significant output with minimal waste.
    Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
    Work ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.

Skills

Requirements:

    Two 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/CSS
    Bachelor’s degree with a technical major or technical certification(s) (MCSA or equivalent)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.