Client Services Analyst
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Job Description
Client Services Analyst providing support to scholarly publishers in Latin America. Responsible for troubleshooting, customer support, and relationship management.
Responsibilities:
- Deliver outstanding support to academic and scholarly publishing customers
- Troubleshoot and resolve client issues using detailed product knowledge
- Escalate complex issues to appropriate teams following established guidelines
- Create and refine Knowledge Base articles
Requirements:
- Two-year undergraduate degree in computer science, information science, or related field (or equivalent experience)
- Technical or customer support experience with a software/technology company
- Solid understanding of XML, SQL, and Microsoft applications
- Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
Benefits:
- Comprehensive support via tickets, email, and phone
- Multichannel Customer Support
- Regular client support status meetings
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