Customer Care Advisor

Get AI-powered advice on this job and more exclusive features.Direct message the job poster from SilverchairMBA 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.OverviewThe Customer Care Advisor at Silverchair provides support to academic and scholarly scientific, technical and medical publishing customers with content hosted on our ScholarOne platform.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.This position 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 support, working with technical peers and routing problems efficiently.Essential FunctionsMust be able to work 3pm-12am ET time, M-F.Initial training phase will require working 8am-5pm ET.Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems.Cultivates an extensive understanding of the product.Gathers information from customers to efficiently diagnose and understand issues, leverages exceptional customer service skills to deliver outstanding service to clients.Escalates more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication.Documents detailed support requests and customer interactions accurately and thoroughly.Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders.Availability for potential periodic 24/7 on-call shifts.Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.Demonstrate basic prompt engineering skills for effective AI tool utilization.Exercise judgment in determining when AI assistance is and is not appropriate for tasks.Ensure compliance with Silverchair's AI usage policies and data protection requirements.Collaborate effectively with AI tools while maintaining human oversight and professional standards.Utilize prompt templates for common customer issues to generate consistent and effective responses.Draft customer responses using AI assistance while maintaining accuracy and appropriate tone.Make informed escalation decisions by leveraging AI insights and customer interaction data.Interact effectively with AI-enhanced knowledge base systems to quickly locate relevant information and solutions.Required SkillsQualified 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.Successful candidates possess robust problem-solving abilities and can quickly master new tools and techniques.Importantly, the ideal candidate will demonstrate a dedication to collaborating effectively as part of an international team in a high-performance work environment.Desired ExperienceTwo year undergraduate degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.Past technical support or customer support experience working for a software company.Experience with ScholarOne or experience in the STEM publishing industry a plus.Experience with Salesforce a plus.Equal Opportunity 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.#J-*****-Ljbffr