Client Services Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $10k - $20k / year

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

📁 Client Services

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Silverchair

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

☁️ SaaS

📚 Education

📱 Media

💰 Private Equity Round - Silverchair on 2022-08

SaaS • Education • Media

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

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service • Document all customer interactions in detail to facilitate resolution • Respond to inquiries professionally across all communication channels • Track customer issues thoroughly in JIRA, capturing all relevant information • Troubleshoot and resolve client issues using detailed product knowledge • Conduct root cause analysis to identify, triage, and escalate issues appropriately • Serve as primary point of contact for assigned clients • Lead regular client support status meetings • Create and refine Knowledge Base articles for frequently reported issues

🎯 Requirements

• Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience) • Technical or customer support experience with a software/technology company • Technical Skills: Solid understanding of XML, SQL, and Microsoft applications • Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence) • Strong troubleshooting abilities beyond basic Tier 1 support • Familiarity with networking protocols, DNS, system logs, APIs, and user configurations • Ability to learn new tools and techniques efficiently

🏖️ Benefits

• Silverchair is committed to fostering an inclusive environment • We actively encourage candidates from diverse backgrounds to apply • We are dedicated to ensuring a fair and inclusive hiring process for all candidates