Helpdesk/Technical Support

Overview CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client’s product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients’ customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.

route non-content requests efficiently and accurately.

complete other support documentation as needed.

Perform additional tasks as needed to meet the needs of the team and department, and to support the client’s business needs.

Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.

Ensure compliance with the Clients AI usage policies and data protection requirements.

Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.

Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.

Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.

Availability for periodic afternoon/night shifts.

Past technical support or customer support experience working for a software company.

Bachelor’s degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.

Solid understanding of XML and SQL and Microsoft applications.

Experience in the STEM publishing industry.

Experience with Atlassian products (JIRA/Confluence).

Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Technical round (virtual)