• Job Description

  Req#: 113
  About Silverchair
  
  Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world's most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.
  
  The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.
  
  Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.
  
  DEI Statement
  
  At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.
  
  Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.
  
  Learn more about our commitment to diversity, equity, and inclusion at Silverchair.
  
  Overview
  
  The Client Services Analyst at Silverchair plays a pivotal role in delivering outstanding support to our academic and scholarly scientific, technical, and medical publishing customers across the Silverchair platform. This position serves as the primary interface between Silverchair and its clients, acting as a trusted advisor who builds strong, lasting relationships while ensuring exceptional service delivery.
  
  As the face of Silverchair to our customers, the Client Services Analyst bridges communication between clients and internal teams-including sales, technical support, product management, and development-to drive timely issue resolution. This role requires a blend of technical proficiency, analytical problem-solving, excellent communication skills, and a customer-centric mindset.
  
  Essential Responsibilities
  
  Must be able to work 9am-6pm ET time, M-F. Initial training phase will require working 8am-5pm ET.
  
  Multichannel Customer Support
  
  • Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
  • Document all customer interactions in detail to facilitate resolution and maintain historical reference
  • Respond to inquiries professionally across all communication channels
  
  Ticket Management & Issue Tracking
  
  • Track customer issues thoroughly in JIRA, capturing all relevant information
  • Update ticket status proactively to keep customers informed and drive resolution
  • Meet or exceed SLAs for response times
  
  Problem Solving & Technical Support
  
  • Troubleshoot and resolve client issues using detailed product knowledge
  • Conduct root cause analysis to identify, triage, and escalate issues appropriately
  • Replicate customer problems to diagnose and resolve technical challenges
  • Deliver technical support or training to clients on tools and product features
  • Make informed decisions under pressure while managing multiple priorities
  • Configure client sites or features when requested using available instructions
  
  Escalation & Routing
  
  • Escalate complex issues to appropriate teams following established guidelines
  • Exercise sound judgment in determining escalation necessity versus independent resolution
  
  Client Relationship Management
  
  • Serve as primary point of contact for assigned clients
  • Lead regular client support status meetings
  • Build strong relationships through transparent communication and consistent follow-through
  
  Knowledge Management & Documentation
  
  • Create and refine Knowledge Base articles for frequently reported issues
  • Document client interactions, solutions, FAQs, and processes with strong attention to detail
  
  Process Improvement & Innovation
  
  • Identify process improvement opportunities and propose innovative solutions
  • Recommend workflow enhancements to boost client satisfaction and operational efficiency
  
  Collaboration & Teamwork
  
  • Partner with cross-functional teams to resolve cases and address client needs
  • Communicate client requirements to internal stakeholders regarding product roadmaps
  • Share knowledge and best practices within the team
  • Contribute to company initiatives and projects
  
  Continuous Learning & Product Knowledge
  
  • Maintain expertise on Silverchair's tools, services, and application methods
  
  AI Utilization & Technology Proficiency
  
  • Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution
  
  Additional Responsibilities
  
  • Support team and department needs, and Silverchair's broader business objectives
  • Participate in periodic 24/7 on-call rotation
  • Contribute to special projects, peak workload periods, and cross-departmental initiatives
  
  Required Qualifications
  
  Education & Experience
  
  • Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience)
  • Technical or customer support experience with a software/technology company
  • STEM publishing industry experience (preferred)
  
  Technical Skills
  
  • Solid understanding of XML, SQL, and Microsoft applications
  • Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
  • Strong troubleshooting abilities beyond basic Tier 1 support
  • Familiarity with networking protocols, DNS, system logs, APIs, and user configurations
  • Ability to learn new tools and techniques efficiently
  
  Core Competencies
  
  • Customer-focused with drive to deliver superior service
  • Excellent communication skills-both written and verbal
  • Strong analytical and problem-solving abilities
  • Effective time management and ability to prioritize
  • Collaborative team player with proactive mindset
  • Conflict resolution and de-escalation skills in challenging scenarios
  
  
  Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.
  
  We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.
  
  Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.
  
  No agencies please.
  
  Salary Range: $60,000 - $90,000 per year

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