EBSCO International is the international operations group of EBSCO Information Services (EIS).  EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, Massachusetts, USA, EIS employs more than 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team.  EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

NoveList, a division of EBSCO Information Services, currently has a Technical Support Representative opening. This is a permanent remote position.  NoveList’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 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. While systems/network 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.

Primary Responsibilities:

• The representative will help address setup and support needs for NoveList products via email, chat, and phone with an emphasis on excellent customer service.
• Contribute to internal/external documentation
• Provide technical information support for sales, marketing, and product management

Required Qualifications:

• Two 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/CSS
• Two or more years of experience with SQL reporting
• Previous experience working/volunteering at public library
• Bachelor’s degree with a technical major or technical certification(s) (MCSA or equivalent

Role Based Competencies

Customer-first mentality: Makes customers and their needs a primary focus. Develops and sustains productive customer relationships.

Attention to detail: Does not let important details slip through the cracks or derail a project.

Calm under pressure: Maintains stable performance when under heavy pressure or stress.

Problem Solver:  Applies critical thinking and structured problem solving to address root causes.

Collaboration:  Works effectively with team members and cross functional teams to accomplish individual, team and organization goals.

Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communications, including email.

Efficiency:  Able to produce significant output with minimal waste.

Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.

Work ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.