Apply on Employer Site

Silverchair · 3 weeks ago

Client Services Analyst

Latin America

Contract

Onsite

New Grad, Entry Level

Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world’s most valuable knowledge. The Client Services Analyst provides support to academic and scholarly publishing customers, building professional partnerships and troubleshooting issues while ensuring effective documentation and resolution of customer inquiries.

Content Delivery NetworkInformation TechnologyInternetPublishing

Culture & Values

No H1B

Hiring Manager

Erick Vera MBA

Responsibilities

Provide phone, Web, and email support, recording complete information for customer content-related questions and issues

Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately

Complete detailed and thorough ticket and issue tracking

Contribute effective well-written Knowledge Base articles for frequently reported issues and questions; complete other Support documentation as needed

Acknowledge, triage and provide resolution for all requests

Meet service-level agreements (SLA's) for response time

Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership

Perform additional tasks as needed to meet the needs of the team and department, and to support Silverchair's business needs

Availability for periodic 24/7 on-call shifts

Demonstrate proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights

AI Utilization

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

Qualification

XMLSQLCustomer serviceMicrosoft applicationsAI tools utilizationTechnical supportAnalytical skillsPrompt engineeringSTEM publishing experienceAtlassian productsTeam collaborationEffective communicationProblem-solving

Required

Excellent professional oral and written communication skills

Ability to communicate factually and accurately with external customers without making unwarranted assumptions

Effective collaborative, dialog-building skills to include listening and Q&A

Excellent customer service skills

Deep understanding that the customer's perception is the customer's reality

Drive to provide superior levels of service

Solid understanding of XML, SQL and Microsoft applications

Demonstrated analytical and technical requests problem-solving abilities

Ability to efficiently learn new tools and techniques