Client Services Analyst

🕒 October 21

🇺🇸 United States – Remote

💵 $45k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📁 Client Services

🚫👨‍🎓 No degree required

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This company has sponsored H1B visas in the past.

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Silverchair

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private Equity Round - Silverchair on 2022-08

Consulting • Healthcare • Logistics

Silverchair is a technology and services company that provides a SaaS platform and strategic support for scholarly and professional publishers. Its products—including the Silverchair Platform, ScholarOne Manuscripts and Conferences, and an AI Lab—support submission, peer review, hosting, dissemination, discovery, and impact measurement across the research lifecycle. Silverchair combines enterprise-grade publishing software with high-touch product strategy, development, and client services to help publishers digitally transform and grow their research communities.

📋 Description

• Own client support tickets from intake to resolution, keeping clients updated and driving issues to close within SLAs • Troubleshoot platform issues and decide whether to resolve, route, or escalate them • Write clear escalations for development teams • Join client calls, including video meetings, to work through issues directly • Contribute to knowledge base articles and documentation • Identify ticket patterns and suggest process improvements • Help onboard and support newer teammates • Participate in periodic 24/7 on-call shifts • Bridge communication between clients, senior technicians, and agile development teams to drive timely issue resolution • Become an expert on Silverchair products and support scholarly and professional publishers

🎯 Requirements

• 2+ years experience in technical support or client services, including support for SaaS or platform software • Understanding of how platform software fits into a client’s business • Troubleshooting skills beyond scripted, first-line support • Comfort working in a very technical environment • Strong written and verbal communication • Ability to manage a high-volume ticket queue • Comfortable using AI tools as part of everyday work • Experience working with distributed teams across time zones • Familiarity with Jira • Basic understanding of XML • Basic understanding of web technologies such as HTML, URLs, browser tools, or user authentication such as SSO • Ability to work Monday-Friday, 9am-6pm ET, with occasional weekend hours • Experience working alongside agile development teams (Scrum or Kanban) preferred • Familiarity with Confluence preferred • Experience writing knowledge base or help center articles preferred • Experience with reporting or analytics tools such as SQL or Power BI preferred • Experience in scholarly publishing, libraries, or academic institutions preferred • New applicant employment authorization sponsorship is unavailable

🏖️ Benefits

• Remote-first organization • Periodic 24/7 on-call shifts (compensation not specified) • Reasonable accommodation for qualified individuals with disabilities in the application and hiring process

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