Years of experience: 0-2 years On roll corporate job Overview: The Customer Care Advisor at Crimson Interactive provides support to academic and scholarly scientific, technical and medical publishing customers. This team member will interface directly with 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 in troubleshooting their issues. This position 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 support, working with technical peers and routing problems efficiently. Essential Functions: Must be able to work 1am-9am IST, M-F. Initial training phase will require working 8am-5pm ET. Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems. Cultivates an extensive understanding of the product Gathers information from customers to efficiently diagnose and understand issues, leverages exceptional customer service skills to deliver outstanding service to clients. Escalates more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication Documents detailed support requests and customer interactions accurately and thoroughly Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders. Availability for potential periodic 24/7 on-call shifts Required Skills: Qualified candidates will have excellent professional oral and written 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. Successful candidates possess robust problem-solving abilities and can quickly master new tools and techniques. Importantly, the ideal candidate will demonstrate a dedication to collaborating effectively as part of an international team in a high-performance work environment. Desired Experience Past technical support or customer support experience working for a software company Experience with ScholarOne or experience in the STEM publishing industry a plus Experience with Salesforce a plus Show more Show less