EBSCO Publishing?s Customer Service department is currently seeking a Technical Support Representative to support EBSCO?s suite of Information Services products: EBSCO A-to-Z, LinkSource, ERM Essentials, EBSCONET and EBSCO?s Electronic Journal Service (EJS). Technical Support Representatives are responsible for providing customer service and technical support to customers who contact us via telephone, e-mail, fax and online.
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
? 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
? Some evening and weekend shifts are required
Requirements:
? Bachelors degree or 1-2 years of experience
? 1-2 years working experience with Microsoft Office Suite
? 1-2 years experience using Internet, Web-base services, etc.
Preferred Skills:
? 1-2 years experience supporting customers using Web-based services is preferred.
? 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 100% 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, 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.
Please apply online at http://careers.ebscohost.com.
EBSCO Publishing is an equal opportunity employer and welcomes diversity in the workplace. EOE M/F/H/V
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