Technical Support Representative, Spanish (Remote)

EBSCO Information Services (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, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. 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.

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 Customer Account Specialist 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

• Provide technical assistance to EBSCO customers, with a primary but non-exclusive focus on Spanish and Portuguese-speaking customers.
• Effectively utilize customer support and technical troubleshooting skills to maintain a positive working relationship between sales, customers, peers, and partners
• Answer customer questions and inquiries across the entire suite of EBSCO products and communicate action plans to the client or EBSCO representative as appropriate
• 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, chat, and email to ensure customer satisfaction
• Identify opportunities to improve existing technical support tools, procedures, and processes
• Achieve first-party Areas of Expertise in accordance with team needs and objectives, and act as an escalation point for technical issues, training, and troubleshooting
• Contribute to departmental 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

• Must be able to communicate in Spanish fluently
• 2+ Years of experience in web technology and software applications
• Basic understanding of HTML, XML, and networking

What sets you apart

• Ability to work well in a team environment
• Advanced understanding of HTML, JavaScript, XML, and networking
• Strong working knowledge of MS Office Suite
• BS degree or equivalent practical experience in Customer Support or call center environment
• Strong organizational skills
• Fluently communicate in Portuguese

Our Offer to You

Target Annual Compensation Range: $36,400 - $52,000

The actual compensation 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.

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 work hard to embrace diversity, equity and inclusion and encourage everyone at EBSCO to bring their authentic selves to work every day. We have a wide representation of employee resource groups. To learn more, visit https://www.ebsco.com/about/diversity-equity-inclusion

The EBSCO Way

At EBSCO, our culture is defined by ten guiding principles. We put our customers first, and we're always looking for ways to innovate and improve. We make decisions based on facts, communicate openly, and hold ourselves accountable for results. Trust, respect, and care for each other are essential to how we work. Every day, our actions and teamwork shape who we are as a company. To learn more about our culture, visit https://www.ebsco.com/about/culture.

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.