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Technical Support Representative, Novelist

EBSCO Information Services · United States · 1 wk ago
RemoteRemoteInformation Technology$37k/yrFull-time

About the role

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. The NoveList division’s core mission is helping libraries help readers by creating tools for libraries to work with readers and impact their communities.

This is a remote, U.S.-based only position (excluding U.S. territories).

Responsibilities

  • Address setup, troubleshooting, and support needs for NoveList products via email, chat, and phone, with an emphasis on excellent customer service.
  • Investigate and troubleshoot customer-reported technical and product issues.
  • Support the successful day-to-day operations of the NoveList product line.
  • Collaborate with product management, software development, sales, and other teams to resolve issues and support customers.
  • Provide technical and product expertise to sales, marketing, and product management.
  • Create and maintain internal and customer-facing documentation.
  • Participate in quality assurance (QA) testing of NoveList products.

Requirements

  • 2+ years of experience in a technical support role
  • 2+ years of experience with Microsoft Windows Office (Excel, Word, Outlook) in a work environment

Skills

  • Experience with HTML/CSS
  • Experience with SQL reporting
  • Previous experience working/volunteering at a public library
  • Bachelor’s degree in a technical field and/or relevant technical certifications

About the team

You will be welcomed as a member of the product operations and technical support team for the NoveList division of EBSCO. The team consists of six full-time employees who work closely with other NoveList teams (product management, software developers, sales support, etc.). The team enjoys flexibility and greater work-life balance through remote work, with ample resources, tools, training, and support to ensure your success and career growth.

Pay

USD $37,055.00 - USD $52,935.00 per year.

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