Technical Support Rep/QA Engineer
EBSCO Information Services - Durham, NC

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Technical Support Rep/QA Engineer

Provide technical support and QA with an emphasis on providing excellent customer service as follows:

50% of this role will be NoveList Technical Support
  • Tier 1 customer service and technical support for NoveList customers and staff using the following products: NoveList Select, NextReads, and LibraryAware

  • Tier 2 technical support for NoveList, NoveList Plus, NoveList K-8, NoveList K-8 Plus, Book Index with Review

50% of this position will be QA
  • Execute manual test scripts based on formal and informal requirements

  • Use knowledge of systems and technologies, as well as troubleshooting skills to investigate defects in order to determine the potential cause for failed tests

  • Analyze test failures and enter defects when applicable

  • Effectively communicate with QA and Development team members

  • Clearly and concisely report defects

  • Reporting status to Team Lead and/or QA Manager

  • Test server components, system interfaces and client componentsPerform system testing, black box functional testing, client UI testing, and white box/ component level testing.

Primary Responsibilities:
  • 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

  • Triage and assign cases to appropriate technical support representatives

  • Answer customers’ questions and resolve concerns in a timely, efficient manner (within 24 hours whenever possible) via telephone, e-mail, 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

  • 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

  • Participate in QA testing 50% of time with dotted line responsibility to QA lead

  • Provide web-based training as necessary

  • Understand technical environment (Internet, Web-based services, SaS, etc.)

  • Attend regular staff meetings to report on tasks


  • No degree required

  • Two or more years of experience in a technical support role

  • Microsoft Requirements:

    • Excel: 1+ to 2 years required

    • Outlook: 1+ to 2 years required

    • PowerPoint: 1+ to 2 years required

    • SharePoint:

    • > 1 year required Word: > 1 year required Languages Required: HTML: 2+ to 5 years required Java Script: > 1 year required SQL: 1+ to 2 years required Preferred Qualifications: Bachelors 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 Excellent verbal communication; Excellent written communication; Positive attitude & team player

    About EBSCO Publishing: What We Offer

    EBSCO Publishing is a leading provider of research databases for public libraries, colleges, universities, schools, hospitals, medical institutions, corporations and government institutions worldwide. The EBSCO Publishing Campus is located in Ipswich, Massachusetts along the banks of the Ipswich River. We are just minutes from the MBTA train stop and we provide 75% commuter rail reimbursement. EBSCO Publishing offers a competitive employee benefits package including Blue Cross Blue Shield health insurance, dental insurance, vision, short and long term disability, life insurance, and a retirement savings & profit sharing plan. Considered one of the top places to work in Massachusetts, EBSCO Publishing also offers a subsidized cafeteria, free coffee, an on-site fitness center with classes, and tuition reimbursement.

    About the NoveList Division of EBSCO Publishing

    When you join EBSCO Publishing as a Technical Support Rep/QA Engineer, 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.
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