Company Description
EBSCO International is the international operations group of EBSCO Information Services (EIS).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. 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.
Role Description
The Customer Account Specialist (CAS) 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 CAS diagnoses problems, identifies solutions, and drives issues to resolution.The CAS must work with other internal organizations to communicate, prioritize, and advocate on behalf of the customer.The CAS must communicate action plans to both client(s) and internal customers as appropriate.
The CAS is responsible for providing customer service and technical support to customer accounts within Greater China and Korea. The CAS is the frontline of support for EBSCO customers, serving to keep customers satisfied with their EBSCO products. When a customer has an issue, technical or otherwise, the CAS responds to the customer and resolves the issue when possible or directs to the appropriate team. The CAS also advocates on behalf of the customer for product improvements. Fluency in English, Chinese and Korean is essential.
Primary Responsibilities
- Effectively utilize customer support skills to maintain a positive working relationship between sales, its customers and partners
- Provide support to a designated group of customers where you are responsible for retention and customer satisfaction
- Provide first line diagnostic/troubleshooting support and technical expertise via phone and email to ensure customer satisfaction
- Make proactive contact with customers on a regular basis.
- Communicate upcoming product releases to customers
- Advocate on behalf of your 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 in a CRM system.
- Follow up with customers as necessary to ensure their issues have been resolved.
- Generate FAQs for our customer knowledge base.
- Understand products serviced and systems used.
- Conduct independent research in order to find solutions to customer problems.
- Troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
Required Qualifications
- Fluency in written and spoken English, Chinese and Korean.
- Working knowledge of web applications, linking, URL configuration, authentication, API, etc.
- Attention to detail and accuracy of work.
- Ability to perform to expected standard under pressure.
- Literacy and numeracy skills.
- Understanding of supporting online products and/or computers.
- Responsive and quick to learn and update knowledge.
Preferred Qualifications
- B.S. in Computer Science, Library Science, or a related field.
- Minimum two (2) years of progressive experience in Technical Support and/or Project Management
- Experience with either online research systems (e.g. EBSCOhost), Integrated Library Systems (ILS), Institutional Repositories, or other closely related web applications and/or library technology products.
- Background/experience in HTML, PHP and JavaScript development.
- The ability to clearly and concisely communicate technical support responses over the telephone, and in written correspondence with clients and to different management levels and departments within organizations.
- The ability to multi-task and work independently is critical, while maintaining team involvement and meeting deadlines and deliverables. Extremely organized, detail oriented, and accurate; with strong problem solving and analytical skills.
- 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
- Expert knowledge of EBSCO systems and services.
