Customer Service Advisor

4 days ago

Charlottesville, United States Silverchair Full time

About Silverchair

Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the worlds 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.

DEI Statement

At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.

Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.

Learn more about our commitment to diversity, equity, and inclusion at Silverchair.

The 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 Functions:

  • Must 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

Required Skills:

Qualified 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 Experience

  • 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

Disclaimers: At this time, we cannot sponsor a new applicant for employment authorization for this position.

No agencies please.

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