Customer Support Representative

JoVE is the world-leading producer and provider of science video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students worldwide use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company. The Role We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter, problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24x7 basis. Responsibilities Manage large amounts of incoming tickets. Handle customer inquiries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Triage tickets to the correct Level 2 teams. Follow communication procedures, guidelines and policies. Provide accurate, valid and complete information by using the right methods/tools. Keep records of customer interactions, process customer accounts and file documents. Requirements: A Bachelor’s in Computer Science or relevant field. Excellent English communication skills. Solid understanding of web page construction (HTML, CSS, JavaScript). Know how to execute standard debugging for website issues. Basic understanding of frameworks such as Agile, ITIL, COBIT. Familiarity with XML and JSON is preferred. Ability to communicate with both technical and non-technical personnel in a clear and concise fashion. Strong attention to detail. Ability to accommodate flexible work schedules based on business needs to provide 24/7 support. Proficient with ticketing tools ( Zendesk, Jira, Salesforce). Moderate skills with Salesforce (ability to search records for details and occasional basic editing) Why JoVE? You will make a direct impact in accelerating science research and in improving student learning in science education. Opportunity to work with a diverse and international team. Our strong promotion from within culture draws a clear path to advance your career with us. Show more Show less