Product Support Associate, Crossref, Lynnfield, MA
Posted December 17, 2015
Crossref is looking for a Product Support Associate to provide front-line help to our international community of publishers, librarians, and researchers on a range of services that help them deposit, find, link, cite, and assess scholarly content. This role involves communicating with people all over the world, working to identify and resolve their questions, and liaising with product, outreach, and engineering to deliver best-in-class customer experience.
The ideal candidate possesses a unique blend of analytical horsepower trouble-shooting skills, customer service skills, a passion to help others, and a collaborative approach. You are well-regarded as a master communicator and always ready for creative, on-the-spot problem solving. You are interested in data and technology. You have a keen eye for detail and a talent for clear communication with detailed technical questions. You can divine the real issue at hand even when it’s not well understood by our customers.
Key responsibilities
- Monitor multiple channels to triage product or technical queries (including email, twitter, facebook, blog comments, instant messaging, live chat, etc.) and escalate as necessary
- Quickly assess a query, identify core root of issue, and work with customer to address it
- Analyse, communicate, and triage support issues to product managers to inform
- future development
- Proactively communicate with members about technical and metadata issues
- Monitor operational metrics weekly, monthly and quarterly
- Assist the Product Support Manager in developing new service programs
- Contribute to Crossref’s education program (e.g., writing ‘top tips’ blog posts, creating
- and updating support documentation for multiple audiences, etc.)
- Maintain a curious eye on future technology and look for innovative solutions to problems or new ways to achieve goals
- Requirements
- Experience helping customers and solving problems in creative and unique ways
- Ability to clearly communicate complex technical information to technical and non-
- technical users
- Quick learner of new technologies and can rapidly pick up new programs and systems
- Extremely organized and can bring order to chaos, independently manage multiple priorities
- Fluency in handling communications effortlessly via email, chat, and phones
- Experience with or interest in XML and metadata as well as scholarly research and information science
- Experience with Zendesk and Jira or similar support and issue management software
- Bachelor’s degree, preferably in information science or in a technical area
- Bonus: experience with digital content and metadata, shell scripting, Excel macros, and Unix basics
To apply, please send your resume with a cover letter that elaborates on the following to [email protected]:
A) Tell us why we should hire you.
B) Tell us three interesting things about your troubleshooting approach and style.
Crossref provides a competitive benefits package including health, dental, and 401K.
About us
We are Crossref, a not-for-profit membership organization for scholarly publishing working to make content easy to find, cite, link, and assess. We do it in five ways: rallying the community; tagging metadata; running a shared infrastructure; playing with new technology; and making tools and services to improve research communications. Crossref.org