Based in our Enfield office with a hybrid working model, you’ll join the Global Customer Satisfaction department as a Library Applications Support Specialist. If you’re passionate about providing outstanding customer support, building strong client relationships, and enjoy working in a fast‑paced, technology‑focused environment, this is the role for you! We’re seeking a dedicated French‑speaking Library Applications Support Specialist with experience in Library Management Systems and/or Discovery Solutions to assist customers using EBSCO software solutions and help ensure their success.
What You’ll Do
* Provide first‑line technical support via phone and email
* Troubleshoot and resolve product‑related issues
* Guide clients through installation, configuration, and upgrades
* Monitor customer casework and ensure timely resolution
* Conduct proactive service meetings and communicate updates
* Advocate for customer needs across internal teams
* Deliver internal training and maintain support documentation
* Present technical concepts to both technical and non‑technical audiences
* Continuously improve service delivery models
About You
* BA/BS degree or equivalent experience in customer support
* Experience with ILS library systems and/or MLIS degree
* 2+ years of experience in web technology and software applications
* Strong communication skills, including the ability to speak French
* Technical knowledge of EBSCO products and APIs (preferred)
* Strong organizational skills and ability to work collaboratively
Seniority level
* Associate
Employment type
* Full‑time
Job function
* Customer Service
Industries
* Information Services
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