Technical Support Representative, Novelist
IT, Customer Service
United States · Remote
USD 37,055-52,935 / year
Technical Support Representative, Novelist
- Category
- Customer Satisfaction
- Position Type
- Full-Time Regular
- Remote
- Yes
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)
What You'll Do
- 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
Pay Range
Options
The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.
Our Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.
EBSCO provides a generous benefits program including:
-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
-Retirement Savings Plan
-Paid Parental Leave
-Holidays and Paid Time Off (PTO)
-Mentoring program
And much more! Check it out here: https://www.ebsco.com/about/benefits
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
Not seeing the perfect job?
Join the EBSCO talent community to receive updates on new opportunities that align with your skills and interests - register using the links below:
Experienced Talent Community
Early Career/Intern Talent Community
Software Powered by ICIMS
www.icims.com