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Silverchair · 13 hours ago

Customer Care Advisor (Remote - Latin America)

United States

Contract

Remote

New Grad, Entry Level

Silverchair is the premier independent platform partner for scholarly and professional publishers, and they are seeking a Customer Care Advisor to provide support to academic and scholarly publishing customers. This role involves interfacing with customers, troubleshooting issues, and ensuring effective communication while documenting support requests.

Content Delivery NetworkInformation TechnologyInternetPublishing

Culture & Values

No H1B

Responsibilities

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

Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution

Qualification

Technical support experienceScholarOne experienceSalesforce experienceProfessional communication skillsProblem-solving abilitiesListening skillsQ&A skillsAdaptability to new toolsCollaborative skills

Required

Proficient English skills (written and verbal) are required

Must be able to work 10am-6pm ET time, M-F

Initial training phase will require working 8am-5pm ET

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

Robust problem-solving abilities

Ability to quickly master new tools and techniques

Dedication to collaborating effectively as part of an international team in a high-performance work environment

Preferred

Two 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