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User Support Specialist
User Support Specialist
**WHO WE ARE**\n\nORCID (https://orcid.org/) is an independent non-profit organization that serves the research community. We have a global and interdisciplinary scope and a strong focus on user control and privacy. Our core mission is to connect research and researchers. We do this by providing an identifier for individuals to use with their name as they engage in research, scholarship, and innovation activities; by providing tools and training to the community for integrating these identifiers into research workflows; and by building and sustaining a community of users and adopters. Launched in October 2012, ORCID has over 6,000,000 active users and 30 staff members. Our Website and Registry (orcid.org) is published in twelve languages. \n\n**THE ROLE**\n\nORCID is seeking an enthusiastic and motivated team member with exceptional communication skills to join our user-centric and highly responsive User Team. The successful candidate will join an existing support team member to provide email support to users in English and a second language, as well as working with the team to ensure an overall excellent user experience. This position is full-time (40 hour/week) and reports to the Tech Lead for Quality Assurance and is part of the ORCID Technical Team. As for all ORCID staff, this is a remote position. \n\n**WE PROVIDE**\n\n* A committed and awesome team serving an engaged community\n* Competitive compensation and benefits\n* Flexible work hours and tools to support our virtual office environment.\n* A laptop will be provided\n\n\n\n\n\n# Responsibilities\n **RESPONSIBILITIES**\n\nWorking with ORCID colleagues and our community, the User Support Specialist will be responsible for ensuring that we support our global user community and feedback from users is shared as needed. The key responsibilities include:\n\n* Provide help desk support by responding to tickets from users around the world, answering questions and providing guidance on how to use the ORCID Registry\n* Escalating tickets as needed for bug reporting, feature requests, etc.\n* Identify trends in user requests and determine the best methods to address them\n* Identify process improvements for the ticketing and user feedback workflows\n* Participate in calls and projects with the Voice of the User team and our UX designer to identify new opportunities to improve the user experience within the ORCID Registry\n* Assist with writing and reviewing documentation for users\n* Review suspect records to remove spam from the registry\n* Assist with QA, research, and other tasks as needed \n\n# Requirements\n**REQUIREMENTS**\n\n* Fluent in written and spoken English\n* Fluent written communication in at least one of the following languages: Spanish, Portuguese, Chinese, or Russian\n* Able to work during Europe and US business hours (at least half the working day should be between 1200-2000 UTC) including making twice-weekly meetings at 1500 UTC\n* Experience providing customer or technical support over email\n* Tech-savvy and able to troubleshoot technical issues\n* Exceptional communication skills and a strong work ethic; ability to prioritize effectively and get things done in a dynamic, unstructured environment\n* Experience extracting actionable recommendations from feedback and data, and communicating it to stakeholders\n* Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative\n\n**NICE TO HAVE REQUIREMENTS**\n\n* Additional language knowledge\n* 3 years of experience providing email-based technical support\n* Experience with HTML\n* Experience working remotely or in the research community\n* Experience writing technical documentation\n* Experience using Zendesk\n* Ability to work occasional weekend shifts
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