Job Description

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