Discovery Solutions Coordinator ? Spanish #3859
EP?s Customer Satisfaction department is currently seeking a Discovery Solutions Coordinator who will manage all aspects of customer communications, coordinating support and solutions during set-up of EBSCOhost Integrated Search and EBSCO Discovery Service. This position will support customers in territories including Latin America. Please include a cover letter written in Spanish with your application.
Primary Responsibilities:
? Manage all customer/Sales communications during EHIS/EDS account setup.
? Coordinate obtaining responses to support questions from customers/sales for EHIS and EDS set-ups.
? Manage the workflow of the EHIS/EDS set-up, ensuring customer set-ups remain on-time, and any issues that may interfere with a timely completion are addressed or escalated.
? Assist with coordinating customer training needs during the EDS/EHIS set-up ? partnering with the Customer Success team to provide training.
? Maintain documentation on Catalog support processes, including creating internal and external FAQ?s as needed.
? Respond to all customer queries within 24 hours and document all communications in NetCRM.
? Work closely with Sales to provide support for questions pertaining to EHIS and EDS services.
? Assist in training team members and customers as necessary.
? Assist in other Customer Relations team work as required.
? Understand the technical environment, products service, systems used at EP and by our customers.
Requirements:
? Bachelors degree or comparable work experience.
? 1-2 years experience working in a professional setting.
? 1-2 years experience supporting customers using Web-based services.
? 2+ years experience with Microsoft Word, Outlook, Excel.
? Candidate must be fluent in verbal and written Spanish. Fluent in verbal and written Portuguese is preferred.
Preferred Skills:
? Excellent verbal and written communication skills
? Outstanding organizational skills, thrives in a structured work environment
? Positive attitude & team player
? Excellent time management, multi-tasking, and proven troubleshooting skills
? Library industry related experience a plus
About EBSCO Publishing: What We Offer
EBSCO Publishing is a leading provider of research databases for public libraries, colleges, universities, schools, hospitals, medical institutions, corporations and government institutions worldwide. The EBSCO Publishing Campus is located in Ipswich, Massachusetts along the banks of the Ipswich River. We are just minutes from the MBTA train stop and we provide 100% commuter rail reimbursement. EBSCO Publishing offers a competitive employee benefits package including Blue Cross Blue Shield health insurance, dental insurance, vision, short and long term disability, life insurance, and a retirement savings & profit sharing plan. Considered one of the top places to work in Massachusetts, EBSCO Publishing also offers a subsidized cafeteria, free coffee, an on-site fitness center with classes, and tuition reimbursement.
About the Customer Satisfaction Department
When you join EBSCO Publishing as a Discovery Solutions Coordinator, you will contribute your skills to the Customer Satisfaction Department in Ipswich, MA. This department provides technical support, relationship management and customer training. Other professionals working in the Customer Satisfaction Department include technical support representatives, customer account specialists, operations support, training specialists, catalog specialists and more.
Please apply online at http://careers.ebscohost.com.
EBSCO Publishing is an equal opportunity employer and welcomes diversity in the workplace. EOE M/F/H/V
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