EBSCO Information Services, LLC

Library Applications Support Specialist

ID 2025-1897
Category
Customer Satisfaction

Your Opportunity

Based in our Enfield office with a hybrid working model, you’ll join the Global Customer Satisfaction department as a Library Applications Support Specialist. If you’re passionate about providing outstanding customer support, building strong client relationships, and enjoy working in a fast-paced, technology-focused environment, this is the role for you! We’re seeking a dedicated French-speaking Library Applications Support Specialist with experience in Library Management Systems and or Discovery Solutions to assist customers using EBSCO software solutions and help ensure their success.

What You'll Do

• Provide first-line technical support via phone and email
• Troubleshoot and resolve product-related issues
• Guide clients through installation, configuration, and upgrades
• Monitor customer casework and ensure timely resolution
• Conduct proactive service meetings and communicate updates
• Advocate for customer needs across internal teams
• Deliver internal training and maintain support documentation
• Present technical concepts to both technical and non-technical audiences
• Continuously improve service delivery models

About You

• BA/BS degree or equivalent experience in customer support
• Experience with ILS library systems and/or MLIS degree
• 2+ years of experience in web technology and software applications
• Strong communication skills, including the ability to speak French
• Technical knowledge of EBSCO products and APIs (preferred)
• Strong organizational skills and ability to work collaboratively

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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.