The position of Product Technical Support Representative is critical to the success of our organization and is responsible for performing tasks related to directly supporting customers – both internal and external - across the Infobase suite of products. Product Support Representatives are customer facing and must provide excellent customer service as well as technical and product support by responding to phone calls, chats and emails from our customers. This individual will help troubleshoot concerns raised by customers, provide resolutions for issues, and/or escalate to other teams for further investigation/resolution if needed.
Primary responsibilities include, but are not limited to:
- Field incoming support calls, live chats, email, support tickets and/or other communication from users with inquiries regarding Infobase product functionality questions and concerns
- Consult with users to help identify issues and guide them through the troubleshooting process to resolve the issues
- Gather necessary information and steps necessary to replicate defects
- Collaborate with other staff to research and find solutions to problems
- Accurately log all communication and information within our ticketing, defect management and account management platforms
- Escalate issues as necessary to digital/product teams and collaborate to explain errors and/or provide additional information to help resolve the issue
- Update authentication information on customer accounts per incoming requests
- Assist with validation of orders and extending subscription access periods
- Identify frequently asked questions and create customer facing self-help support articles to address those questions. Help to maintain articles in knowledge base for all Infobase products
- Maintain knowledge of Infobase products, authentication, integrations and systems
- Perform other related duties as assigned.
Skills and Experience:
- At least two years of experience in customer technical support preferred
- Able to communicate effectively through many mechanisms – phone, video conference, and written communication
- Excellent interpersonal and customer service skills- including but not limited to empathy, listening, handling difficult customers and questioning skills
- Ability to clearly explain technical issues to both technical and nontechnical employees and customers
- Possesses strong analytical and problem-solving skills
- Adept with technology applications and learning new programs/resources quickly
- Ability to handle multiple projects at one time and prioritize your work
- Strong attention to detail
- Proficient with Microsoft Office Suite or similar productivity software
- Experience with CRM, helpdesk ticketing systems, project management platforms is preferred
What we offer:
We welcome you to a dynamic and challenging environment with great opportunities to develop yourself. Infobase’s compensation and benefits are very competitive and the summary below will give you an idea of the kind of things you can expect when joining our team.
- Competitive base salary + a competitive, uncapped, monthly commission plan based on territory revenue.
- Company “Summer” Hours – Friday afternoons off from July 4th through Labor Day
- 12 Company-recognized holidays (including one flexible holiday for mental health and/or religious observance).
- Work / Life balance: Paid Time Off (Discretionary days), paid parental leave, employee referral program, wellness seminars and additional programs to participate in.
Full Benefits Package:
o Insurance: Medical, Dental, Vision, Life, Accident, Legal, etc.
o Retirement: 401(K) plan, including a company match
o Disability: Employer sponsored Long-term, short-term
o For additional information, please inquire.
About Infobase
Infobase, a Centre Lane Partners portfolio company, is the esteemed provider of the Infobase Media Cloud and the Infobase Learning Cloud, which deliver award-winning multimedia reference content, online tools and technology, and professional development and training solutions to the school, academic, and public library communities.
Enabled by such well-known brands as Facts On File, Learn360, Credo, The Mailbox®, Films Media Group, Bloom's, Ferguson's, Vault, and the Infobase Learning Cloud, Infobase provides students, educators, librarians, corporations, and parents with the broad range of solutions they need to inspire, enable, and inform lifelong learners. For 80 years, Infobase has been a reliable, authoritative resource providing flexible options for accessing educational content whether in school, at the library, or at home. To learn more, visit www.Infobase.com.
IHI Is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected category.