Temporary User Support Specialist

Temporary User Support Specialist

ORCID is seeking an experienced and enthusiastic professional for the position of fully remote Temporary User Support Specialist. If you like the flexibility of a remote organization and the public-service orientation of a non-profit, join us on our mission to connect research and researchers!

The Role

ORCID is seeking a Temp User Support Specialist to join our user-centric and highly responsive User Support team.

The User Support Specialist will respond to queries from researchers around the world, answering questions and providing guidance on how to use the ORCID Registry. Working with ORCID colleagues, the Temp User Support Specialist will be responsible for ensuring that we support our global user community and will serve as the "voice of the user" within the organization.

The majority of your time will be spent on user queries, answering ~500 tickets a week during busy periods.

The position will be part of our Support team, reporting to the Support Manager. This is a fixed-term (up to 18 months), full time role (40 hours/week).

Like all positions at ORCID, the role is fully remote. Candidates must be able to work during European standard business hours (Mon-Fri) with at least four hours daily between 1300-2000 UTC, with some recurring meetings between 1400 - 1700 UTC. Outside of these parameters, ORCID offers flexibility with your schedule.

Responsibilities

• Providing timely and friendly replies to user queries via the Zendesk platform
• Accurately reporting bugs to the Development team
• Sharing feedback and feature requests from users with the Product team
• Assisting with writing and reviewing documentation for users
• Reviewing suspect accounts to identify spam
• Participating in calls and projects with other teams as needed to provide a "voice of the user" to the organization
• Assisting with other projects as needed

Requirements and Qualifications

• Experience providing support via a helpdesk platform (ideally Zendesk)
• Exceptional communication and prioritization skills; ability to get things done in a dynamic environment
• Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
• Tech-savvy with the ability to learn about and troubleshoot technical issues
• Fluency in English required. Additional languages are a plus

Where We're Located

As a fully-remote organization serving researchers everywhere, ORCID is able to hire talented individuals all over the globe, and we aim to have our people located in the communities that we serve. For this position, we are focusing on people located in the following countries:

• Hungary
• Lithuania
• Netherlands
• Portugal
• Spain
• UK

To Apply: Please submit your CV and a cover letter via Bamboo. In your cover letter, outline how your experience aligns with the roles and responsibilities of this position. ORCID encourages applicants who meet some, but not all of the requirements and qualifications, to apply.