Customer Care Advisor

Overview

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  Scholar One  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)

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  identif  y  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  Scholar One  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 CACTUS

Established in 2002, Cactus Communications () 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,…