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Technical Support Representative - NoveList/EBSCO EBSCO Information Services Durham, NC **Technical Support Representative Job ID: 6196 Experience: 2 years Department: Business Development Education: Not Indicated Position Type: Full-Time Regular Required Travel: No Location: NC - Durham Travel Percentage: 0** _**Overview**_ Technical Support Representative NoveList, a division of EBSCO Information Services, currently has a Technical Support Representative opening. NoveList's core mission is helping libraries help readers. We create tools for libraries to help them work with readers and impact their communities. Our products span several categories including reading recommendations, book discovery, catalog enrichment, email newsletters, and library marketing. We are seeking hard-working individuals eager to work in a fast-paced environment to help resolve customer issues and ensure they get the most out of our products. _**Primary Responsibilities:**_ By providing technical support with an emphasis on excellent customer service as follows: Customer service and technical support for NoveList customers and staff using the following products: NoveList Select, NextReads, and LibraryAware Limited technical support for NoveList, NoveList Plus, NoveList K-8, NoveList K-8 Plus, Book Index with Review Deliver a high quality customer experience for all customers by communicating in a friendly, professional manner using language the appropriate for the customers' varying levels of technical expertise Answer customers' questions and resolve concerns in a timely, efficient manner (within defined parameters) via telephone, e-mail, chat, etc. Advocate on behalf of customers for issues, enhancements and defects Ensure all customer communication and activities are documented appropriately Follow up with customers as necessary to ensure their issues have been resolved to the customers' satisfaction Triage and assign cases to appropriate technical support representatives Prioritize tasks in a fast-paced environment Generate FAQs for our customer knowledge base Understand all NoveList products and systems used to support the products Provide web-based and phone-based training as necessary Understand technical environment (Internet, Web-based services, SaS, etc.) Attend regular staff meetings to report on tasks _**Skills**_ _**Requirements:**_ Four or more years of experience in a technical support role Two or more years of experience with Microsoft Windows Office Suite (Excel, Word, Outlook) in a work environment _**Preferred Qualifications**_: Two or more years of experience with HTML Established work history serving as "top tier" support handling the more difficult support issues in an organization While hardware support experience may be considered as relevant, hardware and networking knowledge will be of little use in this role. We are primarily looking for individuals with demonstrated software and systems support Two or more years of experience with SQL Familiarity with Java Script Bachelor's degree with a technical major or technical certification(s) (MCSA or equivalent) is preferred Outstanding customer service skills and rapport Ability to collaboratively work in a fast paced team environment, with a large customer base _About EBSCO Information Services: What We Offer EBSCO Information Services (EBSCO) is the leading provider of resources for libraries worldwide including EBSCONET®, and EBSCOhost®, the world's premier for-fee online research service. Through a library of tens of thousands of full-text journals and magazines from renowned publishers, EBSCO serves the content needs of all researchers (Academic, Medical, K-12, Public Library, Corporate, Government, etc.). EBSCO is also the provider of EBSCO Discovery Service™ (EDS), which provides institutions with a fast, single search box for its entire collection. EBSCO Information Services is a division of EBSCO Industries Inc., one of the largest privately held companies in the United States. About the NoveList Division of EBSCO When you join EBSCO as a Technical Support Representative, you will contribute your skills to the NoveList Division in Durham, NC. NoveList is a leading electronic readers' advisory for public and school libraries. Professionals in this group come from diverse backgrounds including librarians, information and technology specialists, and more. EBSCO is an equal opportunity employer and welcomes diversity in the workplace. EOE M/F/H/V_ Brought to you by code4lib jobs: http://jobs.code4lib.org/job/16817/ To post a new job please visit http://jobs.code4lib.org/