Gcs

6 months ago


Cherlapally Hyderabad Telangana, India NISC Export Services Full time

**Plot No.95/1, Phase - II, IDA Cherlapally, Hyderabad - 500 051**

**Technical Support Representative - GCS**

**_About the Company:

- **

**NISC Export Services (NES),** a strategic software development partner of EBSCO Information

Services (EIS) of Ipswich, Massachusetts is seeking "Technical Support Project Rep." for its

location at Cherlapally, Hyderabad.

NES provides quality metadata services to world-class database publishers and institutes of

higher education. We deliver unmatched value through a combination of process

excellence, quality control and services such as information & content development,

metadata modeling, controlled vocabulary services, data preparation, software

support apart from assisting with product development. NES is renowned for its mastery in

the de-duplication of bibliographic and metadata records through the creation of composite

records.

**About EBSCO**

EBSCO Information Services (EIS) provides a complete and optimized research solution

comprised of e-journals, e-books, and research databases — all combined with the most

powerful discovery service to support the information needs and maximize the research

experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 6,500

people worldwide. We are the leader in our field due to our cutting-edge technology,

forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries

Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held

corporations according to _Forbes_ magazine. EBSCO is a company that will motivate you,

inspire you, and allow you to grow. We are looking for the best. If you are too, we

encourage you to explore our unique opportunities.

**Primary Responsibilities**:
Provide first line diagnostic/troubleshooting support and technical expertise via

Answer customer questions and inquiries across a variety of EBSCO products
Perform problem determination / problem source identification to understand the

root cause of a customer’s issue
Collaborate and negotiate with other support operations/organizations to prioritize

and diagnose problems to resolution
Instruct clients with explanation of product features, installation, configuration, and

deployment of product upgrades both verbally and in writing
Communicate action plans to the client or EBSCO representative as appropriate
Troubleshoot and resolve specific product related issues while maximizing customer

satisfaction

**NISC Export Services Pvt. Ltd. (NES)**
**Plot No.95/1, Phase - II, IDA Cherlapally, Hyderabad - 500 051**

Identify opportunities to improve existing technical support tools, procedures, and
processes

Provide training to peers and mentor others on the team
Conduct independent research in order to find solutions to customer problems
Contributes to department attainment of organizational objectives and high client

satisfaction
Effectively utilize customer support skills to maintain a positive working relationship

between sales, its customers and partners
Demonstrate positive customer support skills validated by maintaining a high level of

customer satisfaction

**Role-Based Competencies**:
Focuses on key priorities.
Able to effectively communicate and present technical concepts to technical and

non-technical professionals.
Makes customers and their needs a primary focus. Develops and sustains productive

customer relationships.
Able to produce significant output with mínimal waste.
Adjusts quickly to changing priorities and conditions. Copes effectively with

complexity and change.

**Preferred Qualifications**:
**US Call Support experience must**
**Ability to work in night shifts**
**Excellent English Language Communication Skills**
**Technical Support basics like Networking, basic Knowledge on different devices,**

**understanding of IPs, troubleshooting browser issues.**
Excellent time management, multi-tasking, and proven troubleshooting skills.
2-4 years’ experience supporting customers using Web-based services, preferred.
Good working knowledge of MS Office Suite
Excellent Internet Browsing skills

**Educational Qualifications**:
Preferably a graduate with proven experience in handling International Customer
Support.

**Work Location**: Hyderabad (Cherlapally).


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