Website:
agilegridsolution.com
Job details:
About The Company
CACTUS is a leading global provider of scientific communication solutions, dedicated to accelerating the dissemination of scholarly knowledge. With a focus on innovative technology and expert support, CACTUS offers a wide range of services including language editing, publication support, and content hosting for academic, scientific, technical, and medical publishing clients worldwide. The company prides itself on fostering a collaborative environment that promotes continuous learning, technological advancement, and exceptional customer service. CACTUS’s commitment to quality and integrity has established it as a trusted partner within the scholarly community, helping researchers and publishers achieve their goals efficiently and effectively.
About The Role
CACTUS is seeking a dedicated Client Services Analyst to join their team remotely on a contractual basis for one year. This role involves providing comprehensive support to clients who utilize the company's content hosting platforms for scholarly publishing. As a pivotal point of contact, the Client Services Analyst will interface directly with customers, ensuring their technical issues and content-related inquiries are addressed promptly and professionally. The ideal candidate will possess strong communication skills, technical proficiency, and a customer-centric mindset, with the ability to troubleshoot issues effectively while maintaining a positive relationship with clients. This role requires working during afternoon and night shifts, aligning with the global nature of the client base, specifically from 1:30PM to 10:30PM IST and 4:30PM to 1:30AM IST.
Qualifications
The ideal candidate should have excellent verbal and written communication skills in English, with the ability to convey technical information clearly and accurately. Prior experience in technical or customer support within a software or publishing environment is essential, along with a solid understanding of XML, SQL, and Microsoft Office applications. A bachelor’s degree in computer science, information science, or a related field is preferred; however, relevant work experience can substitute for formal education. Familiarity with the STEM publishing industry, Atlassian tools such as JIRA and Confluence, and experience leveraging artificial intelligence tools are highly desirable. Candidates should demonstrate strong problem-solving skills, the ability to learn new technologies quickly, and a collaborative approach to team work. Availability for working in the specified shift timings is also required.
Responsibilities
- Provide support via phone, web, and email, ensuring all customer inquiries and issues related to content are thoroughly documented and responded to within established service-level agreements (SLAs).
- Build and maintain positive relationships with clients by demonstrating professionalism, courtesy, and a proactive approach to resolving issues, thereby fostering trust and satisfaction.
- Record detailed information regarding customer issues, ensuring accurate ticket creation and tracking for efficient resolution.
- Prioritize and triage incoming requests, providing timely resolutions or escalating complex issues to appropriate technical teams following established protocols.
- Develop and contribute to knowledge base articles and support documentation to facilitate quicker resolution of common issues and improve overall support quality.
- Utilize artificial intelligence tools to enhance workflow efficiency, automate repetitive tasks, and derive insights for better support management while maintaining ethical AI practices and compliance with data protection policies.
- Exercise sound judgment in determining when AI assistance is appropriate and ensure human oversight is maintained at all times.
- Collaborate effectively with cross-functional teams to address client needs, improve processes, and support business objectives.
- Participate in ongoing training to stay current with AI applications, industry best practices, and technical developments relevant to scholarly publishing support.
Benefits
While this is a contractual remote position, CACTUS offers a supportive work environment that encourages professional growth and development. The role provides exposure to cutting-edge technologies, including artificial intelligence tools, and offers the opportunity to work with a diverse, global client base. Candidates will gain valuable experience in the scholarly publishing industry and develop technical skills that are highly sought after in the academic and publishing sectors. Additionally, CACTUS promotes a culture of continuous learning, collaboration, and innovation, providing resources and support to help team members excel in their roles. The flexible shift timings also allow for work-life balance, accommodating different personal schedules and commitments.
Equal Opportunity
CACTUS is an equal opportunity employer committed to fostering an inclusive and diverse work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other protected characteristic. The company values diversity and believes that varied perspectives and experiences drive innovation and success. CACTUS is dedicated to providing equal employment opportunities and ensuring a workplace where everyone feels valued and respected.
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