Client Services Analyst

Client Services AnalystMBA Professional | Results-Driven Business Professional with Experience in Recruitment, People Operations & Analytics #LATAMTECH #LATAMHiring...About SilverchairSilverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world's most valuable knowledge.By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information.Our global teams develop, build, and host websites, online products, and digital libraries for prestigious publishers, including the American Medical Association, MIT Press, and Oxford University Press.ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users.ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.Overview : The Client Services Analyst at Silverchair provides support to academic and scholarly scientific, technical and medical publishing customers with content hosted on all of Silverchair's product delivery platforms.This team member will interface directly with Silverchair customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients in troubleshooting their issues.The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented.This team member will replicate customer problems and perform Tier 1 / Tier 2 support, working with technical peers and routing problems efficiently.Essential Functions : Provide phone, Web, and email support, recording complete information for customer content-related questions and issuesEfficiently and accurately elevate customer issues and requests following established guidelines; route non-content requests efficiently and accuratelyComplete detailed and thorough ticket and issue trackingContribute effective well-written Knowledge Base articles for frequently reported issues and questions; complete other Support documentation as neededAcknowledge, triage and provide resolution for all requestsMeet service-level agreements (SLA's) for response timeDevelop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownershipPerform additional tasks as needed to meet the needs of the team and department, and to support Silverchair's business needsAvailability for periodic 24 / 7 on-call shiftsDemonstrate proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and / or derive actionable insights.Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communicationsDemonstrate basic prompt engineering skills for effective AI tool utilizationExercise judgment in determining when AI assistance is and is not appropriate for tasksEnsure compliance with Silverchair's AI usage policies and data protection requirementsCollaborate effectively with AI tools while maintaining human oversight and professional standards.Required Skills : Qualified candidates will have excellent professional oral and written communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.Additionally, the Client Services Analyst must have excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.This team member must have solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.Desired Experience : Past technical support or customer support experience working for a software companyTwo year undergraduate degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experienceSolid understanding of XML and SQL and Microsoft applicationsExperience in the STEM publishing industryExperience with Atlassian products (JIRA / Confluence)Silverchair is an Equal Opportunity Employer.We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws.We are dedicated to ensuring a fair and inclusive hiring process for all candidates.We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.At this time, we cannot sponsor a new applicant for employment authorization for this position.Seniority levelAssociateEmployment typeContractJob functionCustomer ServiceIndustriesBook and Periodical Publishing, Technology, Information and Media, and Marketing ServicesReferrals increase your chances of interviewing at Silverchair by 2x#J-*****-Ljbffr