Provides email, chat, and phone support for NoveList products, troubleshooting technical and product issues, assisting daily product operations, collaborating with product, development, sales, and marketing teams, maintaining documentation, supporting QA testing, and providing technical expertise. The role requires two or more years of technical support and workplace Microsoft Office experience.
EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.
Your Opportunity
The NoveList division’s core mission is helping libraries help readers. We create tools for libraries to help them work with readers and impact their communities. We are seeking customer-focused and hard-working individuals eager to work in a fast-paced environment to help resolve customer issues and ensure they get the most out of our products.
This remote position is U.S.-based only (excluding U.S. territories)
What You'll Do- Address setup, troubleshooting, and support needs for NoveList products via email, chat, and phone, with an emphasis on excellent customer service.
- Investigate and troubleshoot customer-reported technical and product issues.
- Support the successful day-to-day operations of the NoveList product line.
- Collaborate with product management, software development, sales, and other teams to resolve issues and support customers.
- Provide technical and product expertise to sales, marketing, and product management.
- Create and maintain internal and customer-facing documentation.
- Participate in quality assurance (QA) testing of NoveList products.
Your Team
You will be welcomed as a member of the product operations and technical support team for the NoveList division of EBSCO. We are a team of six full-time employees who work closely with several other teams at NoveList (product management, software developers, sales support, etc.). Our team enjoys the flexibility and greater work life balance working remotely offers. There will be ample resources, tools, training, and support to ensure your success as a Technical Support Representative and your development and career growth at EIS.
About You- 2+ years of experience in a technical support role
- 2+ years of experience with Microsoft Windows Office (Excel, Word, Outlook) in a work environment
What sets you apart
- Experience with HTML/CSS
- Experience with SQL reporting
- Previous experience working/volunteering at a public library
- Bachelor’s degree in a technical field and/or relevant technical certifications
Similar Jobs
Financial Services
Manage and deepen a portfolio of approximately 100 mature business clients with revenues above $5 million. Provide deposit, cash management, credit, treasury, and customized banking solutions while driving retention, growth, referrals, and primary-bank relationships. Advise business owners on personal financial needs, coordinate with internal specialists, conduct client meetings, manage risk, follow regulatory requirements, and support business credit opportunities up to approximately $15 million.
Top Skills:
ExcelMS OfficeOutlookPowerPointWord
Cloud • Software
Own global people operations across the employee lifecycle, including onboarding, exits, payroll, benefits, compliance, documentation, and employee support. Administer US and international employment processes, manage PEO and EOR relationships, maintain HR data integrity, and produce workforce reporting. Partner with Finance, Legal, and People leadership on systems consolidation, compensation architecture, compliance, and automation. Improve processes using HR technology and AI while maintaining accurate, audit-ready records.
Top Skills:
AIAshbyCartaCulture AmpDeelEorHrisJustworksNotionPeoSlack
Artificial Intelligence • Big Data • Cloud • Security • Software • Cybersecurity • Infrastructure as a Service (IaaS)
Lead complex security investigations across endpoint, identity, cloud, email, SaaS, and network environments. Own incidents through containment, remediation coordination, documentation, and post-incident review. Tune detections, queries, dashboards, workflows, and SOAR playbooks; improve SOC metrics, threat coverage, alert fidelity, and response processes. Partner on vulnerability and cloud-risk remediation, participate in global on-call rotation, use approved AI capabilities responsibly, and mentor analysts.
Top Skills:
Cloud SecurityDarktrace EmailEdrEmail SecurityIdentity SecurityMitre Att&CkPowershellPythonRapid7 Exposure CommandRapid7 InsightidrRapid7 InsightvmSIEMSoarSumo Logic Cloud SiemVulnerability ManagementWiz
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
