Technical Support Representative-Intern
EBSCO Publishing - Ipswich, MA

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Technical Support Representatives are responsible providing customer service and technical support for customers who contact us via telephone, e-mail, fax and online regarding EBSCO’s suite of Information Services products: EBSCO A-to-Z, LinkSource, ERM Essentials, EBSCONET and EBSCO’s Electronic Journal Service (EJS).

Primary Responsibilities:
Answer customers’ questions, both technical and service related) and resolve concerns in a timely and efficient manner (within 24 hours whenever possible) via telephone, e-mail, on-line, etc.

Work on Customer Relations projects as necessary

Understand products serviced and systems used

Prioritize tasks in fast-paced environment

Evening and weekend shifts may be required

Deep understanding of the technical environment in which EBSCO's products are used (Internet, Web-based services, etc.)

Advocate on behalf of customers for issues, enhancements and defects

Act as liaison between customer and internal groups as necessary

Ensure all customer communication and activities are logged

Follow up with customers as necessary to ensure their issues have been resolved

Make proactive contact with non-target customers regarding feature utilization

Generate FAQs for our customer knowledge base

Provide virtual training as necessary

Provide internal training as necessary

Skills

Requirements:
Bachelor’s degree in the field or 4 years equivalent experience

Occupations requiring either college graduation or 1-2 years of experience of such kind and amount as to provide a comparable background

Microsoft Requirements:
Access: 1+ to 2 years required

Excel: 1+ to 2 years required

Outlook: 1+ to 2 years required

PowerPoint: >1 year required

Word: 1+ to 2 years required

Preferred Qualifications:
Excellent verbal and written communication skills

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 Customer Satisfaction Department

When you join EBSCO Publishing as a Technical Support Representative Intern, you will contribute your skills to the Customer Satisfaction Department in Ipswich, MA. This department provides technical support, relationship management and customer training. Other professionals working in the Customer Satisfaction Department include technical support representatives, customer account specialists, operations support, training specialists, catalog specialists and more.

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