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Technical Support Representative, NoveList

EBSCO Industries, Inc. logo

United States
Base Salary
37k-53k USD
EBSCO Industries, Inc.

Job Description

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, most now working hybrid or remotely. 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.

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 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 and support needs for NoveList products via email, chat, and phone with an emphasis on excellent customer service.
  • Provide technical information support for sales, marketing, and product management
  • Contribute to internal/external documentation
  • Contribute to quality assurance (QA) testing

Your Team

You will be welcomed as a member of the technical support team for the NoveList division of EBSCO. We are a team of seven 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

  • Two or more years of experience in a technical support role
  • Two or more years of experience with Microsoft Windows Office Suite (Excel, Word, Outlook) in a work environment

What sets you apart

  • Two or more years of experience with HTML/CSS
  • Two or more years of experience with SQL reporting
  • Previous experience working/volunteering at public library
  • Bachelor’s degree with a technical major or technical certification(s) (MCSA or equivalent)

Our Offer to You

Target Annual Compensation Range: $36,855 - $52,650.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.  

EBSCO provides a generous benefits program including:

  • Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts
  • Retirement Savings Plan
  • Paid Parental Leave
  • Holidays and Paid Time Off (PTO)
  • Mentoring program
  • And much more! Check it out here:

Diversity, Equity, and Inclusion at EBSCO

We work hard to embrace diversity, equity, and inclusion and encourage everyone at EBSCO to bring their authentic selves to work every day. We have a wide representation of employee resource groups. To learn more, visit


At EBSCO, our culture is defined by ten guiding principles. We put our customers first, and we're always looking for ways to innovate and improve. We make decisions based on facts, communicate openly, and hold ourselves accountable for results. Trust, respect, and care for each other are essential to how we work. Every day, our actions and teamwork shape who we are as a company. To learn more about our culture, visit

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Advice from our career coach

In this role at EBSCO Information Services (EIS), as a Technical Support Representative for the NoveList division, you will be responsible for providing excellent customer service, technical information support, and contributing to documentation and quality assurance testing. To stand out as a successful applicant, here are some key tips:

  • Highlight your experience in a technical support role and proficiency with the Microsoft Windows Office Suite.
  • Emphasize any experience you have with HTML/CSS, SQL reporting, or working/volunteering at a public library.
  • If you have a technical major or certifications like MCSA, make sure to showcase them in your application.

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