Technical Support Representative

EBSCO INTERNATIONAL INC.MERKEZİ AMERİKA ANKARA MERKEZ ŞUBESİ

Overview:
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 2,700 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Basic Function:

The Technical Support Representative specializes in performing technical support of EBSCO software and solutions by providing technical support assistance to internal and external clients. Using various problem identification skills, the Technical Support Representative diagnoses problems, identifies solutions, and drives issues to resolution. The Technical Support Representative must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer. The Technical Support Representative must communicate action plans to both client(s) and internal customers as appropriate.

Essential Functions:

• Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers, and partners
• Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction.
• Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction.
• Answer customer questions and inquiries across entire suite of EBSCO products
• Perform problem determination / problem source identification to understand the root cause of a customer’s issue.
• Collaborate and negotiate with other support operations/organizations to prioritize and diagnose problems to resolution.
• Instruct clients with explanation of product features, installation, configuration, and deployment of product upgrades both verbally and in writing.
• Communicate action plans to the client or EBSCO representative as appropriate.
• Troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
• Conduct independent research to find solutions to customer problems.
• Contributes to department attainment of organizational objectives and high client satisfaction.

 Required Qualifications:

• Bachelor’s degree
• Native speaker fluency in Turkish. Proficient knowledge of the English language in speech and writing
• Knowledge of Albanian would be welcome but is not necessary.
• Strong working knowledge of MS Office Suite
• Proactive, positive, and can-do attitude
• Strong interpersonal and teamwork abilities – team player
• Strong organization skills
• Male applicants should have completed their military service.

PersonalDevelopment:

• Actively involved in setting personal objectives and strive for 100% achievement.
• Attend all recommended and appropriate training sessions.
• Use available tools to measure personal productivity.
• Take personal responsibility for own role in achieving department and organizational strategic objectives.

Additional Notes:

• The interview will be in English.
• The work will be performed at EBSCO's Ankara office.
• Please send us your cover letter along with your CV.