GCS Professional

Primary Responsibilities:

Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction

Answer customer questions and inquiries across a variety of EBSCO products Perform problem determination / problem source identification to understand the

root cause of a customers 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

Identify opportunities to improve existing technical support tools, procedures, and processes

Provide training to peers and mentor others on the team Conduct independent research in order to find solutions to customer problems Contributes to department attainment of organizational objectives and high client satisfaction 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

Role-Based Competencies:

Focuses on key priorities. Able to effectively communicate and present technical concepts to technical and

non-technical professionals. Makes customers and their needs a primary focus. Develops and sustains productive

customer relationships. Able to produce significant output with minimal waste. Adjusts quickly to changing priorities and conditions. Copes effectively with

complexity and change.

Preferred Qualifications:

US Call Support experience must Ability to work in night shifts Excellent English Language Communication Skills Technical Support basics like Networking, basic Knowledge on different devices,

understanding of IPs, troubleshooting browser issues. Excellent time management, multi-tasking, and proven troubleshooting skills. 2-4 yearsexperience supporting customers using Web-based services, preferred. Good working knowledge of MS Office Suite Excellent Internet Browsing skills

Educational Qualifications:

Preferably a graduate with proven experience in handling International Customer Support.