Job Responsibilities
- Provide email support to researchers, principal investigators, administrators, and other stakeholders using SciENcv and related NCBI systems.
- Triage and resolve a high volume of user inquiries, ensuring timely and accurate responses.
- Troubleshoot user account, profile, and submission-related issues and collaborate with internal and external teams to resolve technical problems efficiently.
- Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions.
- Assist with writing test scripts and conducting functional testing of new features.
- Support reporting efforts to track customer service trends and identify areas for process improvement.
- Contribute to the development or refinement of user-facing guidance or educational materials (e.g., template, FAQs, tutorials).
- Handle other duties as assigned.
Required Skills/Qualifications
- Bachelor’s degree
- Two years’ experience in a customer service environment
- Experience searching in technical or scientific databases
- Proven ability to work effectively in team environments
- Excellent written and verbal communication skills with ability to convey technical and non-technical information clearly to diverse stakeholders
- Strong analytical and problem-solving skills
- Proficiency with basic computer applications
- Adaptability and flexibility in a high-volume, dynamic work environment
- Initiative and attention to detail
Desired Skills/Experience
- Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics
- Exposure to research funding workflows, grant applications, or academic/research administration environments
Computercraft offers an excellent benefits package that includes health, dental, vision, and disability and life insurance; a 401(k) plan with matching; paid leave starting at 128 hours/year for the first 3 years of employment; and 11 paid holidays. We also offer the opportunity for a positive work–life balance with a standard 40-hour work week and the chance to work alongside a team of highly accomplished professionals.
To learn about other Computercraft job opportunities, please visit the Careers section of our website: https://www.computercraft-usa.com/ .
EEO Employer – Disability/Veteran/Race/Color/Religion/Sex/National Origin/Genetic Information
Originally posted on Himalayas