Technical Support Representative, Novelist

Role Summary

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. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

The NoveList division’s core mission is helping libraries help readers. We create tools for libraries to help them work with readers and impact their communities. We are seeking customer-focused and 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.

This remote position is U.S.-based only (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.

Your Team

You will be welcomed as a member of the product operations and technical support team for the NoveList division of EBSCO. We are a team of six full-time employees who work closely with several other teams at NoveList (product management, software developers, sales support, etc.). Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a Technical Support Representative and your development and career growth at EIS.

• About You
• 2+ years of experience in a technical support role
• 2+ years of experience with Microsoft Windows Office (Excel, Word, Outlook) in a work environment
• What sets you apart
• 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

USD $37,055.00 - USD $52,935.00 /Yr.