Library Applications Support Specialist

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.

• 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

• 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