EBSCO Industries - Technical Support Representative

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.

Customer Account Specialists are responsible for providing customer service and technical support to designated accounts within a geographic region.

Primary Responsibilities

  • Answer customers' questions, both technical and service related, and resolve concerns in a timely manner (within 24 hours whenever possible) via telephone, e-mail, online, etc.
  • Make proactive contact with target customers on regular basis. Provide support for both target and non-target customer accounts as needed.
  • Update target accounts about upcoming product releases.
  • Advocate on behalf of target customers for issues, enhancements and defects.
  • Provide virtual training as necessary.
  • 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.
  • Generate FAQ's for our customer knowledge base.
  • Understand products serviced and systems used.
  • Deep understanding of the technical environment in which EBSCOhost databases are used.
  • Experience with technical support of EBSCOhost products preferred

Required Qualifications

  • Fluent in both English and Russian
  • Proficient data entry and processing skills
  • Attention to detail and accuracy of work
  • Ability to perform to expected standard under pressure
  • Literacy and numeracy skills

Preferred Qualifications

  • Expert knowledge of EBSCO DDE systems and services
  • Understanding of supporting online products and/or computers.
  • Responsive and quick to learn and update knowledge
  • COMP TIA A+ certification

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