Provide support to academic and scholarly scientific, technical and medical publishing customers via phone, e-mail, chat, or customer service systems
Interface directly with Silverchair customers and build and maintain professional partnerships
Replicate customer problems and perform Tier 1 support
Document detailed support requests and customer interactions
Identify when a customer is at risk and raise it to relevant internal stakeholders
Leverage AI tools to enhance workflow efficiency and automate tasks

Proficient English skills (written and verbal)
Two year undergraduate degree, preferably in computer science, information science, or a related field
Past technical support or customer support experience working for a software company
Experience with ScholarOne or in the STEM publishing industry a plus
Experience with Salesforce a plus

Customer Care Advisor

Key skills