Member Support Technical Specialist

Description

ORCID is seeking an experienced and enthusiastic professional for the position of Member Support Technical Specialist. If you like the flexibility of a remote organization and the public-service orientation of a non-profit, join us on our mission to connect research and researchers!

Who We Are

ORCID is a mission-driven, member-supported, community-governed non-profit organization. Our vision is a world where all who participate in research, scholarship, and innovation are uniquely identified and connected to their contributions across disciplines, borders, and time. Every one of ORCID’s employees is committed to that vision as well.

We believe in and operate by our three main values [read our Dignity at Work statement]. ORCID strives to be:

• Inclusive: We make decisions collaboratively, involving our staff, Board, those who support our mission, and the researchers and community that are the purpose of our work. We take a global view.
• Trusted: Privacy and researcher control underscores everything we do.
• Open: Our work is open, transparent, and non-proprietary.

To Apply: Please visit submit your application through our application portal, including a resume and cover letter. In your cover letter, please tell us which superpower you would want, if you could choose, and why. 

The Role

ORCID is seeking a Member Support Technical Specialist (MSTS). The Member Support Technical Specialist will be responsible for supporting technical aspects of implementation and integration for ORCID members and service providers. If you like to foster teamwork and genuine collaboration, are self-motivated, organized, dedicated, and enjoy the mission-driven environment of a fast-paced maturing non-profit organization, this could be the job for you.  

The position reports to the Engagement Director and will be part of the Engagement team. The successful candidate will need to take a proactive role in learning the technical aspects of ORCID’s registry so that they can respond to support requests, troubleshoot technical issues, and provide technical training related to ORCID products and services. The MSTS should also have a track record of providing exceptional technical support, as well as proven experience supporting a member base.
 

Responsibilities

• Providing first-in-class technical support to ORCID members and service providers
• Increasing the percentage of members who are fully integrated into ORCID systems
• Serving as a subject-matter expert regarding ORCID APIs, UIs, integrations, and all workflow capabilities and services
• Providing ORCID technical training to Consortia leads
• Liaising with the ORCID technical team for effective handling of complex technical challenges
• Coordinating issues with our partner organizations where needed 
• Maintaining regular communication with the Public API User Support Group in order to foster synergy and information sharing
• Being proactive in identifying how we can improve our support capabilities, technical processes, and ways to increase operational efficiencies

Requirements and Qualifications 

• Minimum of 3-5 years relevant professional experience 
• English required; strong preference for French or Spanish as an additional language
• Candidates should be based in MDT, CDT, or EDT timezones
• Possess a combination of customer support and technical skills, including ability to communicate technical concepts to both technical and non-technical audiences in a virtual environment
• Basic knowledge of software development practices and basic web technology; coding, and database experience. Breadth is preferred over depth.
• Experience working with web APIs and troubleshooting issues related to APIs
• Comfortable working in a team and facilitating cross-team collaboration
• Willingness to commit to occasional international travel (<5%). (International travel is on hold during COVID, but will be part of the role long-term.)

Nice-to-haves

• Experience working with customer service software, preferably Zendesk
• Experience supporting communities across a wide range of cultural backgrounds and with differing levels of training and experience
• Industry experience in any of the following ways: familiarity with research and the scholarly communications community; familiarity with Federated Identity best-practices and standards (ex: SAML); and/or experience troubleshooting issues related to research information systems, ideally related to publishers, funders, associations and research organizations  

Our Culture

As a global, 100% remote organization, ORCID is able to find the best and brightest minds in the industry. Our team includes individuals with broad and diverse backgrounds who are globally distributed. We are fluent in many languages, and we all have an innate tech savviness which helps guide our product development, support, and customer experience. 

We recently formed a committee of dedicated team members who meet regularly to ensure our global diversity, equity, and inclusion needs are being met, addressed, and amplified. As a fully remote organization, we also have an active committee dedicated to making our individual remote experiences as positive and productive as possible. 

Although we are geographically diverse, we are a small, cohesive community of thinkers and doers committed to excellence and to each other.

We provide:

A family-friendly, flexible working environment, including: 

• Flexible work hours and the ability to work fully from home (when not travelling)
• A committed and awesome team serving a community-driven organization
• Competitive compensation & benefits, plus an ORCID-wide closure (day off) the first Friday of each month
• A continuous learning environment with opportunities for training & professional development
• Tools to support our virtual office environment, including a budget to choose your preferred laptop and a remote working stipend.