EBSCO Information Services, LLC

Technical Support Specialist

ID 2026-1979
Category
Customer Satisfaction

Your Opportunity

We are looking for a customer-focused and technically confident Technical Support Specialist to join our Global Customer Satisfaction team based in our Enfield, North London (UK) office. This is a hybrid role offering a balance of flexibility and in-office collaboration.

 

In this position, you will deliver expert support across our software solutions while proactively managing and strengthening customer relationships. You will be responsible for diagnosing technical issues, identifying effective solutions, and driving cases through to resolution — all while ensuring an exceptional customer experience.

 

This hybrid opportunity offers flexibility, a collaborative team environment, and strong support for career development and progression.

What You'll Do

  • Provide first-line diagnostic and troubleshooting support via phone and email
  • Guide customers through product features, installations, configurations, and upgrades
  • Monitor casework and ensure SLA compliance
  • Act as an internal customer advocate to improve service delivery
  • Deliver internal training and maintain clear documentation
  • Translate technical and library concepts for non-technical audiences
  • Conduct independent research to resolve complex customer issues
  • Collaborate cross-functionally to prioritize and resolve cases efficiently

About You

Required Qualifications

  • BA/BS degree or equivalent experience in a customer support role
  • 2+ years’ experience working with web technologies and software applications

Preferred Qualifications

  • Technical knowledge of EBSCO products and API services
  • Experience working with Integrated Library Systems (ILS)
  • MLIS graduate degree
  • Strong working knowledge of Microsoft Office Suite
  • Excellent organisational skills and ability to work collaboratively

Core Competencies

  • Strong customer focus and relationship-building skills
  • Ability to communicate clearly with both technical and non-technical stakeholders
  • Adaptability and personal accountability
  • Confident decision-making and collaborative mindset

 

Why Join Us

  • Hybrid working model
  • Comprehensive onboarding and ongoing training
  • Access to the tools and resources you need to succeed
  • Opportunities for career growth and professional development
  • A collaborative, supportive global team culture
  • The chance to make a direct impact on customer satisfaction and service excellence

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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.