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We deliver unmatched value through a combination of process excellence, quality control and services such as information & content development, metadata modeling, controlled vocabulary services, data preparation, software development, product quality control & assurance, specialized email and technical phone support apart from assisting with product development. NES is renowned for its mastery in the de-duplication of bibliographic and metadata records through the creation of composite records.  \nAbout EBSCO:  \nEBSCO 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. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce.  \nEIS is a division of EBSCO Industries Inc. , based in Birmingham, AL, and ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are, too, we you encourage you to explore our unique opportunities.  \nTechnical Support Representatives are responsible providing customer service and technical support to customers who contact us via telephone, e-mail, fax and online.  \nPrimary Responsibilities:  \n•Answer customers’ questions, both technical and service related and resolve concerns in a timely and efficient manner (within 24 hours whenever possible) via telephone, e-mail, on-line, etc.  \n•Work on Customer Relations projects as necessary  \n•Understand products serviced and systems used  \n•Prioritize tasks in fast-paced environment  \n•Early Morning and weekend shifts may be required  \n•Deep understanding of the technical environment in which EBSCO's products are used (Internet, Web-based services, etc. )  \n•Advocate on behalf of customers for issues, enhancements and defects  \n•Act as liaison between customer and internal groups as necessary  \n•Ensure all customer communication and activities are logged  \n•Follow up with customers as necessary to ensure their issues have been resolved  \n•Make proactive contact with non-target customers regarding feature utilization  \n•Generate FAQs for our customer knowledge base  \n•Provide virtual training as necessary  \n•Provide internal training as necessary  \nSkills  \nRequirements:  \n• Graduate with a minimum of 3-4 years of experience  \n• 1-2 years’ experience using Internet, Web-based services, etc.  \n• 1+ to 2 years’ experience with Microsoft Office  \nPreferred Qualifications:  \n􀁸 At least 2 years’ experience supporting customers using web-based services.  \n􀁸 Excellent verbal communication  \n􀁸 Excellent written communication  \n􀁸 Positive attitude & team player  \n􀁸 Excellent time management, multi-tasking, and proven troubleshooting skills  \n􀁸 Library industry related experience a plus","cbCaiixvuCuIDFyZ","https://ap.wps.com/l/cbCaiixvuCuIDFyZ","pdf",215470,"English","# About NES\n# About EBSCO\n# Responsibilities\n## Primary Responsibilities\n# Skills and Requirements\n## Requirements\n## Preferred Qualifications","[{\"question\":\"What are the primary responsibilities of the Technical Support Representative?\",\"answer\":\"The representative answers technical and service questions, resolves customer concerns efficiently, logs communication and activities, follows up until issues are resolved, and coordinates between customers and internal groups. 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