EBSCO Information ServicesES

Technical Support Representative, Mexico

EBSCO Information Services is a leading provider of research solutions, delivering reliable information accessed by libraries and institutions worldwide.

EBSCO Information Services

Employee count: 1001-5000

Mexico only

Your Opportunity

The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.

What You'll Do

  • Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
  • Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction
  • Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
  • Answer customer questions and inquiries across entire suite of EBSCO products
  • Perform problem determination / problem source identification to understand the root cause of a customer’s issue
  • Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution
  • Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing
  • Communicate action plans to the client or EBSCO representative as appropriate
  • Troubleshoot and resolve specific product related issues while maximizing customer satisfaction
  • Conduct independent research in order to find solutions to customer problems
  • Contributes to department attainment of organizational objectives and high client satisfaction

Your Team

Our team enjoys the flexibility and greater work life balance that working remotely offers. Ample resources, tools, training, and support are provided to ensure your continued success as a Technical Support Representative, as well as your further development and career growth at EIS.

About You

  • 2 Years of experience in an application support or software support role
  • Proven experience supporting enterprise or customer-facing applications
  • Must have excellent communication skills, with the ability to translate technical issues into user-friendly language
  • Experience working with issue tracking/ticketing systems
  • Fluent in spoken and written English and Spanish
  • Must be located in Mexico

What sets you apart:

  • Strong working knowledge of MS Office Suite
  • Strong organization skills a must
  • Ability to work well in a team environment 
  • BA/BS degree or equivalent practical experience in Customer Support or call center environment

Pay Range

USD $0.00 - USD $0.00 /Yr.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

Mexico +/- 0 hours

About EBSCO Information Services

Learn more about EBSCO Information Services and their company culture.

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EBSCO Information Services is a leading provider of research databases, e-journals, magazine subscriptions, ebooks, and discovery services tailored for academic libraries, public libraries, schools, corporations, and medical institutions. Headquartered in Ipswich, Massachusetts, EBSCO has been committed to transforming lives through information since its inception in 1944. Originally started as a small subscription agency, EBSCO quickly advanced to become a pivotal entity in the library services industry, specializing in delivering relevant and reliable information across various platforms and formats.

Over the years, EBSCO has built a strong reputation for its innovative approach in how libraries and institutions can meet the diverse research needs of their patrons. With a focus on quality content and superior technology, EBSCO provides resources that empower users to thrive in their academic and professional endeavors. The company's core values include a commitment to customer satisfaction, fostering creativity, and supporting open access initiatives. Today, EBSCO employs over 2,700 people globally, continuously expanding its offerings to include cutting-edge tools that enhance the research experience and support the information goals of public and academic institutions around the world.

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EBSCO Information Services

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