Library Applications Support Specialist

Your Opportunity 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