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_



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