We are looking for an experienced Customer Service Representative who will support the daily operations of our Chester, Vermont plant Customer Service department. This position will be responsible for assisting new customers with their product setup and use, as well as providing support and technical assistance with NewsBank and Readex products. Join our fast-paced team at NewsBank, inc., a premier information provider for more than 50 years. We partner with current and historical news sources and archival collections worldwide, serving schools, libraries, universities, genealogists, and professionals globally with valuable primary source information. The position is remote from your home office, or preferred as hybrid from our Chester, Vermont offices.

Essential Duties and Responsibilities:

• Assist customers with problems and respond to comments related to NewsBank and Readex products

• Contact new customers to welcome and orient them to their new products

• Setup customers with access to our products including product setup, configuration, and authentication

• Assist customers with accessing NewsBank and Readex products.

• Support other personnel, including Sales, on product and technical issues.

• Coordinate with other departments to resolve customer issues

• Support Sales team with customer accounts and renewals

• Alert Sales team to opportunities as well as problem accounts

• Support Customer Engagement team with customer accounts to facilitate adoption and usage

• Send and follow up on license agreements for customers

• Review orders and shipments and track status/shipments when necessary

• Monitor and report on Customer Usage

• Maintain system information, including customer, product and CRM maintenance information

• Provide technical support to NewsBank Readex customers for internet databases

• Provide regular feedback to Management on the status of open customer issues and complaints

Experience & Background Qualifications:

• Associate degree or equivalent from a two-year college or technical school preferred

• Excellent verbal and written communications skills with a high degree of technical aptitude

• Strong organization skills and history of demonstrating initiative

• Ability to work independently in a fast-paced, challenging environment

• Ability to multitask multiple priorities in a positive and supportive manner

• Proficient technical support and problem solving abilities, to include high comfort level with technology, internet, internet browsers, IP addresses and system login processes

About NewsBank

NewsBank, inc. has been a premier information provider for more than 50 years. Our comprehensive resources meet the diverse research needs of public libraries, colleges and universities, schools, military and government libraries, and professionals around the world.

Comprehensive benefits package including health, dental, life and disability insurance, 401k with company match, FSA, holidays, vacation, sick and personal paid time off, and on-site fitness center in Chester, VT.

EEO Minorities/Women/Disabled/Veterans - VEVRAA Federal Contractor