Customer Support Specialist

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

📋 Description

• Provide responsive and high-quality technical assistance for users of Figshare and Elements, including researchers, administrators, and institutional IT teams.

• Manage incoming support tickets by triaging, troubleshooting issues, identifying solutions, and communicating with users in a clear and empathetic manner throughout the ticket's lifecycle.

• Appropriately escalate complex issues to product, engineering, or implementation teams while ensuring thorough documentation and follow-up.

• Assist with configuration and change requests by implementing database or UI-level customizations based on client requirements and documented specifications.

• Contribute to a collective knowledge base by drafting, editing, and maintaining internal documentation, prepared responses, and external help resources.

• Keep updated with product releases and updates to provide accurate and timely advice and troubleshooting for new features and known issues.

• Support implementation and onboarding efforts by assisting with configuration tasks, staging environments, or basic client training as necessary.

• Develop knowledge across Figshare and Elements to assist customers with integrations or workflows involving multiple Digital Science tools.

• Engage in regular team standups and knowledge-sharing sessions, providing insights on ticket management and lessons learned.

• Collaborate with support colleagues, product teams, and customer engagement teams to enhance support processes and advocate for user experiences.

• Maintain and update relevant systems and customer summaries to ensure accurate context and continuity of support.

⛳️ Requirements

• Exceptional verbal and written communication skills in English, with the ability to clearly explain technical concepts to non-technical audiences.

• Experience in providing customer support in a SaaS or technical environment, preferably with academic, research, or institutional clients.

• Strong troubleshooting and problem-solving abilities with a systematic approach to issue investigation.

• Capability to manage multiple tasks and priorities effectively while maintaining attention to detail.

• Familiarity with relational databases (e.g., MySQL or MariaDB) and experience working with structured data formats such as CSV, JSON, or XML.

• Proficient in using command-line tools and navigating Linux-based systems.

• Ability to work independently while also contributing to a distributed, collaborative team environment.

• Basic scripting skills (e.g., Python) or configuration abilities beneficial for support automation or database customization.

• Understanding of APIs, SSO (e.g., Shibboleth, Microsoft AD), or cloud storage systems (e.g., Amazon S3).

• Experience in writing or maintaining customer-facing documentation or internal support materials.

🏝️ Benefits

• We invest in, nurture, and support innovative businesses and technologies that enhance the openness, efficiency, and effectiveness of the research process.

• The talent we attract is essential for achieving our vision and growth objectives.

• We are courageous in the pursuit of improvement.

• We foster collaboration and inclusivity.

• We maintain an open-minded approach.

• We are dedicated to serving and being a part of the community.

• As an equal opportunity employer, we are committed to creating and sustaining a workplace where every individual feels valued and included.