Job Details

EBSCO Information Services (EBSCO) is committed to delivering a fully optimized research experience through a powerful discovery platform, aiming to support the information needs and enhance the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO has a diverse team of over 2,700 employees worldwide, many of whom enjoy the flexibility of hybrid or remote work arrangements. As an innovative, AI-enabled service leader, we thrive on forward-thinking strategies and the dedication of our exceptional team members. Join us to inspire, empower, and support research, as we work towards our mission of transforming lives by providing reliable, relevant information exactly when and where it's needed.

Your Opportunity

We are looking for a dynamic Technical Support Specialist to provide technical support for EBSCO software and solutions to both internal and external clients. This role involves diagnosing problems, identifying solutions, and effectively driving issues to resolution. You will play a vital role in advocating for our customers by collaborating with various internal teams to communicate and prioritize issues efficiently.

What You'll Do

• Utilize superior customer support skills to maintain strong relationships with sales, customers, and partners.

• Deliver high-quality service and maintain customer satisfaction through positive interactions.

• Provide first-line diagnostic and troubleshooting support via phone and email.

• Address customer questions regarding the complete suite of EBSCO products.

• Identify problem sources and determine root causes to resolve customer issues effectively.

• Collaborate with support operations and other organizations to prioritize and resolve problems efficiently.

• Guide clients through product features, installation, configuration, and upgrades, both verbally and in writing.

• Communicate actionable plans to clients or EBSCO representatives as appropriate.

• Troubleshoot and address product-related issues with a focus on customer satisfaction.

• Conduct independent research to discover solutions for customer challenges.

• Contribute to departmental objectives and high client satisfaction rates.

Your Team

Join a team that values flexibility and a healthy work-life balance through remote work. We provide the necessary resources, training, and support to ensure your success as a Technical Support Specialist and foster your professional growth at EBSCO.

About You

• A minimum of 2 years of experience in application or software support roles.

• Proven track record in supporting enterprise or customer-facing applications.

• Exceptional communication skills, able to convey complex technical issues in user-friendly language.

• Familiarity with issue tracking or ticketing systems.

What Sets You Apart:

• Strong proficiency in MS Office Suite.

• Excellent organizational skills.

• A collaborative team player.

• BA/BS degree or equivalent experience in Customer Support or a call center environment.

• Bilingual proficiency in Spanish is a plus.

Pay Range

USD $36,855.00 - USD $52,650.00 /Yr.

Your salary will be determined based on a variety of factors including skills, qualifications, education, and experience, as well as the work location.

EBSCO offers a comprehensive benefits program that includes:

• Medical, Dental, Vision, Life, and Disability Insurance, plus Flexible Spending Accounts.
• Retirement Savings Plan.
• Paid Parental Leave.
• Holidays and Paid Time Off (PTO).
• Mentoring program.
• And much more!

We are an equal opportunity employer and comply with all applicable laws relating to employment practices. We prohibit any form of discrimination against applicants or employees based on race, color, sex, pregnancy status, national origin, age, religion, sexual orientation, gender identity, disability status, or any other protected class.

We adhere to the Americans with Disabilities Act (ADA) and all relevant state or local laws.

Interested in more opportunities?

Join the EBSCO talent community to receive updates on roles that align with your skills and interests.

Location: Ipswich, MA (Remote)

ID: 2026-1921

Category: Customer Satisfaction

Position Type: Full-Time Regular

Remote: Yes