Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
Document all customer interactions in detail to facilitate resolution and maintain historical reference
Respond to inquiries professionally across all communication channels
Track customer issues thoroughly in JIRA, capturing all relevant information
Troubleshoot and resolve client issues using detailed product knowledge
Conduct root cause analysis to identify, triage, and escalate issues appropriately
Lead regular client support status meetings
Create and refine Knowledge Base articles for frequently reported issues
Partner with cross-functional teams to resolve cases and address client needs

Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience)
Technical or customer support experience with a software/technology company
STEM publishing industry experience (preferred)
Solid understanding of XML, SQL, and Microsoft applications
Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
Strong troubleshooting abilities beyond basic Tier 1 support
Familiarity with networking protocols, DNS, system logs, APIs, and user configurations
Ability to learn new tools and techniques efficiently

Client Services Analyst

Key skills