Providing timely and friendly replies to user queries via the Zendesk platform
Accurately reporting bugs to the Development team
Sharing feedback and feature requests from users with the Product team
Assisting with writing and reviewing documentation for users
Reviewing suspect accounts to identify spam
Participating in calls and projects with other teams as needed to provide a “voice of the user” to the organization
Assisting with other projects as needed

Experience providing support via a helpdesk platform (ideally Zendesk)
Exceptional communication and prioritization skills; ability to get things done in a dynamic environment
Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
Tech-savvy with the ability to learn about and troubleshoot technical issues
Fluency in English required. Additional languages are a plus

Flexible work hours and the ability to work fully from home (when not traveling)
A committed and awesome team serving a community-driven organization
Competitive compensation & benefits, including a generous annual leave allowance, leave for Family & Compassionate Care, and an ORCID-wide day off on the Fourth Friday of each month
A continuous learning environment with opportunities for training & professional development
Tools to support our virtual office environment, including a monthly remote working stipend.
An annual in-person all staff retreat plus optional virtual social events throughout the year.

Temporary User Support Specialist

Key skills