User Support Specialist

Description

ORCID User Support Specialist

THE ROLE

ORCID is seeking an enthusiastic and motivated team member with exceptional communication skills to join our user-centric and highly responsive Researcher Services Team. The successful candidate will join our support team responding to user queries. On average the the team member will respond to ~500 tickets a week spending ~70% of their time on tickets. In addition to responding to tickets, the support specialist will help with other projects such as documentation, QA, ticket analytics, spam fighting or additional projects as needed.  This position will report to the Researcher Services Lead and is part of the ORCID Technical Team. This position is full time (40 hour/week) and, like all positions at ORCID, is remote.

RESPONSIBILITIES

Working with ORCID colleagues and our community, the User Support Specialist will be responsible for ensuring that we support our global user community and feedback from users is shared as needed. The key responsibilities include:

• Provide help desk support by responding to tickets from users around the world, answering questions and providing guidance on how to use the ORCID Registry
• Escalating tickets as needed for bug reporting, feature requests, etc.
• Identify process improvements for the ticketing and user feedback workflows
• Assist with writing and reviewing documentation for users
• Review suspect records to remove spam from the registry
• Assist with other projects needed

REQUIREMENTS

• Fluent in written and spoken English
• Fluent written communication in at least one of the following languages: Chinese or French
• Experience providing customer or technical support over email
• Tech-savvy and able to troubleshoot technical issues
• Exceptional communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic, unstructured environment
• Experience extracting and communicating actionable recommendations from feedback and data
• Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
• Able to work during US business hours (at least half the working day should be between 1400-2000 UTC) including making meetings at 1500 UTC

NICE TO HAVE REQUIREMENTS

• Additional language knowledge
• 2 years of experience providing email-based technical support
• Experience writing documentation
• Experience helping with quality assurance
• Statistical experience, especially with ticket data
• Experience with HTML
• Experience working remotely
• Experience working for a startup or in the research community

WE PROVIDE

• A committed and awesome team serving an engaged community
• Competitive compensation and benefits
• Flexible work hours and tools to support our virtual office environment.
• A laptop of your choice

WHO WE ARE

ORCID (​https://orcid.org/) is an independent non-profit organization that serves the global research community. Our core mission is to connect research and researchers. We do this by providing an identifier for individuals to use with their name as they engage in research, scholarship, and innovation activities; by ​providing tools and training to the community for integrating these identifiers into research workflows; and by building and sustaining a community of users and adopters. We have a strong focus on user control and privacy.  Launched in October 2012, there are now over 7,500,000 ORCID registrants, more than 1,100 organizational members,  and over 30 staff members in 15 countries. Our website and Registry (orcid.org) are published in 12 languages.

ORCID is a mission-driven not-for-profit organization grounded by our core values: we are open, transparent. collaborative, global, diverse, inclusive, trusted, and persistent. We are committed to our values and welcome applications from all qualified candidates. Our team is diverse, and based around the globe.

TO APPLY

Send a cover letter and resume to work@orcid.org. In your letter please include a pirate joke.