ORCID is seeking an enthusiastic and motivated team member with exceptional communication skills to join our user-centric and highly responsive User Team. The successful candidate will join an existing support team member to provide email support to users in English and a second language, as well as working with the team to ensure an overall excellent user experience. This position is full-time (40 hour/week) and reports to the Tech Lead for Quality Assurance and is part of the ORCID Technical Team. As for all ORCID staff, this is a remote position.
Working with ORCID colleagues and our community, the User Support Specialist will be responsible for ensuring that we support our global user community and feedback from users is shared as needed. The key responsibilities include:
Provide help desk support by responding to tickets from users around the world, answering questions and providing guidance on how to use the ORCID Registry
Escalating tickets as needed for bug reporting, feature requests, etc.
Identify trends in user requests and determine the best methods to address them
Identify process improvements for the ticketing and user feedback workflows
Participate in calls and projects with the Voice of the User team and our UX designer to identify new opportunities to improve the user experience within the ORCID Registry
Assist with writing and reviewing documentation for users
Review suspect records to remove spam from the registry
Assist with QA, research, and other tasks as needed
Fluent in written and spoken English
Fluent written communication in at least one of the following languages: Spanish, Portuguese, Chinese, or Russian
Able to work during Europe and US business hours (at least half the working day should be between 1200-2000 UTC) including making twice-weekly meetings at 1500 UTC
Experience providing customer or technical support over email
Tech-savvy and able to troubleshoot technical issues
Exceptional communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic, unstructured environment
Experience extracting actionable recommendations from feedback and data, and communicating it to stakeholders
Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
NICE TO HAVE REQUIREMENTS
Additional language knowledge
3 years of experience providing email-based technical support
Experience with HTML
Experience working remotely or in the research community
Experience writing technical documentation
Experience using Zendesk
Ability to work occasional weekend shifts
A committed and awesome team serving an engaged community
Competitive compensation and benefits
Flexible work hours and tools to support our virtual office environment.
A laptop will be provided
Send a cover letter and resume to [log in to unmask] In your letter please include a pirate joke.
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