Client Services Analyst

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Provide exceptional support to clients in the academic and scholarly publishing sectors

• Diagnose and resolve customer issues using in-depth product knowledge

• Forward complex problems to the relevant teams in accordance with established protocols

• Develop and enhance Knowledge Base articles

⛳️ Requirements

• Associate degree in computer science, information science, or a related discipline (or equivalent professional experience)

• Experience in technical or customer support within a software or technology organization

• Strong knowledge of XML, SQL, and Microsoft applications

• Familiarity with CRM and ticketing systems (such as JIRA, Zendesk, ServiceNow, Confluence)

🏝️ Benefits

• Comprehensive support through tickets, email, and phone

• Multichannel customer support

• Regular meetings to discuss client support status