Customer Care Advisor

Job description:

CACTUS is hiring a Customer Care Advisor for our client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client’s ScholarOne platform. You will interface directly with our client’s 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 by troubleshooting their issues. This position is responsible for customer content problem intake and ensuring tickets and issues are fully documented. You will replicate customer problems and perform Tier 1 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)

Job responsibilities:

• First point of contact for assistance via phone, e-mail, chat, or customer service systems.
• Gather information from customers to efficiently diagnose and understand issues, leverage exceptional customer service skills to deliver outstanding service to clients by cultivating an extensive understanding of the product.
• Escalate more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication.
• Proactively identify when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders.
• Documents detailed support requests and customer interactions accurately and thoroughly.
• AI Utilization
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the client’s AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.
• Utilize prompt templates for common customer issues to generate consistent and effective responses.
• Draft customer responses using AI assistance while maintaining accuracy and appropriate tone.
• Make informed escalation decisions by leveraging AI insights and customer interaction data.
• Interact effectively with AI-enhanced knowledge base systems to quickly locate relevant information and solutions.

Qualifications and prerequisites:

• 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.
• Robust problem-solving abilities and ability to quickly master new tools and techniques.

• Collaborate effectively as part of an international team in a high-performance work environment.
• Bachelor’s degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant 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.

Application process:

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter and one interview round.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About Us:

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.