Technical Support Representative

The Technical Support Representative provides first-line technical support for EBSCO software products and solutions. This role assists customers by diagnosing software issues, troubleshooting technical problems, answering product questions, and working with internal teams to drive issues toward resolution.

Representatives communicate with customers through phone and email while utilizing ticketing systems, troubleshooting tools, product documentation, and internal resources. The position combines technical support, customer service, software troubleshooting, and issue management responsibilities within a remote work environment.

This role is ideal for candidates with software support, application support, technical troubleshooting, help desk, or customer-facing technical support experience.

### Key Responsibilities

* Provide first-line technical support for EBSCO software products
* Troubleshoot customer software and application issues
* Respond to customer inquiries via phone and email
* Perform diagnostic analysis and root-cause identification
* Answer questions regarding EBSCO products and services
* Research and resolve technical issues independently
* Collaborate with internal support teams to resolve customer concerns
* Explain product features, installation procedures, configurations, and upgrades
* Communicate action plans and issue updates to customers
* Utilize ticketing and issue-tracking systems
* Maintain high customer satisfaction standards
* Support department goals and service objectives

### Requirements

* Minimum 2 years of application support or software support experience
* Experience supporting customer-facing applications
* Strong troubleshooting and problem-solving skills
* Excellent verbal and written communication skills
* Ability to explain technical concepts in user-friendly language
* Experience with issue tracking or ticketing systems
* Strong organizational skills
* Ability to work collaboratively within a team environment
* Strong Microsoft Office skills

### Preferred Qualifications

* Bachelor’s degree or equivalent practical experience
* Customer support or call center experience
* Bilingual Spanish skills
* SaaS or enterprise application support experience
* Technical support background

### Benefits

* Medical insurance
* Dental insurance
* Vision insurance
* Life insurance
* Disability insurance
* Flexible Spending Accounts
* Retirement Savings Plan
* Paid Parental Leave
* Paid Time Off
* Paid Holidays
* Mentoring Program
* Career development opportunities

### Good Fit For

This role may be a strong fit for candidates with experience in software support, technical support, application support, help desk operations, SaaS support, customer success, troubleshooting, ticket management, IT support, or customer-facing technical assistance.