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Technical Support Representative - Russia Speaking

Ipswich, MA

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Technical Support Representative - Russia Speaking
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Full Time
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 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of **MEMBERS ONLY**SIGN UP NOW***.., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that seeks to motivate, to inspire, and to provide growth opportunities to its employees. If you are looking to join a team like ours, we encourage you to explore our unique opportunities.
Customer Account Specialists are responsible for providing customer service and technical support to designated accounts within a geographic region.
Primary Responsibilities
Answer customers’ questions, both technical and service related, and resolve concerns in a timely manner (within 24 hours whenever possible) via telephone, e-mail, online, etc.
Make proactive contact with target customers on regular basis. Provide support for both target and non-target customer accounts as needed.
Update target accounts about upcoming product releases.
Advocate on behalf of target customers for issues, enhancements and defects.
Provide virtual training as necessary.
Act as liaison between customer and internal groups as necessary.
Ensure all customer communication and activities are logged.
Follow up with customers as necessary to ensure their issues have been resolved.
Generate FAQ’s for our customer knowledge base.
Understand products serviced and systems used.
Deep understanding of the technical environment in which EBSCOhost databases are used.
Experience with technical support of EBSCOhost products preferred
Required Qualifications
Fluent in both English and Russian
Proficient data entry and processing skills
Attention to detail and accuracy of work
Ability to perform to expected standard under pressure
Literacy and numeracy skills
Preferred Qualifications
Expert knowledge of EBSCO DDE systems and services
Understanding of supporting online products and/or computers.
Responsive and quick to learn and update knowledge
COMP TIA A certification
Job Segment:
Technical Support, Customer Service Representative, Data Entry, Technology, Customer Service, Bilingual, Administrative
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About this company
EBSCO Way is the philosophy we grow by. In addition to ten operating principles, these are the characteristics we value in our people and teams. We strive to fill our businesses with teams of motivated, positive people, unified by a shared set of principles and practices, focused on common objectives. We know from experience that environments like that create success and endless possibilities. We strive for a culture of entrepreneurship. We seek new ideas and encourage innovation. Successful team members are entrepreneurial by nature.
Location/Region: Ipswich, MA (US)
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