Client Services Analyst

Overview

CACTUS is hiring a Client Services Analyst  for their  client  to provide  support to academic and scholarly scientific,  technical  and medical publishing customers with content hosted on  the client's  product delivery platforms. This team member will  interface directly with  Client  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 cli  ents' customers  in troubleshooting their issues.

The Client Services Analyst  is responsible for  customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 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

Provide phone,  w  eb, and email support, recording complete information for customer content-related questions and issues  while adhering to  service-level agreements (SLA's) for response time  .
Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership  .
Complete detailed and thorough ticket and issue tracking  .
Acknowledge,  triage  and provide  resolution for all requests  .
Efficiently and accurately escalate customer issues and requests following established guidelines route non-content requests efficiently and accurately  .
Contribute effective well-written  k  nowledge  b  ase articles for  frequently  reported issues and questions complete other  s  upport documentation as needed  .
Perform additional tasks as needed to meet the needs of the team and department, and to support  the client's  business needs  .
L  everag  e  Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
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  .

Qualifications and Prerequisites

E  xcellent 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.
E  xcellent customer service skills, including a deep understanding that the customer's  perception  is the customer's reality and the drive to provide superior levels of service.
S  olid understanding of XML, SQL and Microsoft applications and  demonstrated  analytical and technical requests problem-solving abilities with an  additional  ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
Availability for periodic afternoon/night shifts.
Past technical support or customer support experience working for a software company  .
Bachelor's degree  , preferably in computer science, information science, or a related field lesser degrees must be accompanied by equivalent relevant experience  .
Solid understanding of XML and  SQL  and Microsoft applications  .
Experience in the STEM publishing industry  .

Experience with Atlassian products (JIRA/Confluence  ).
P  roficiency  in  leveraging  Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

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…