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).
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
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
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
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.
EBSCO Publishing is part of the EBSCO Information Services group. EBSCO Information Services provides libraries and research centers with...