About Silverchair

Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world’s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.

The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw-Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.

Silverchair is a remote-first organization with Silverchairians living and working in over ten countries, supporting our clients and operations throughout the globe.

Overview

The Client Services Analyst at Silverchair plays a pivotal role in delivering outstanding support to our academic and scholarly scientific, technical, and medical publishing customers across the Silverchair platform. This position serves as the primary interface between Silverchair and its clients, acting as a trusted advisor who builds strong, lasting relationships while ensuring exceptional service delivery.

As the face of Silverchair to our customers, the Client Services Analyst bridges communication between clients and internal teams-including sales, technical support, product management, and development-to drive timely issue resolution. This role requires a blend of technical proficiency, analytical problem-solving, excellent communication skills, and a customer-centric mindset.

Essential Responsibilities

This is a fully remote, contract role, with the ideal candidate located in Latin America. Proficient English skills (written and verbal) are required. All application materials must be presented in English.

Must be able to work 9am-6pm ET time, M-F. Initial training phase will require working 8am-5pm ET.

Multichannel Customer Support

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
• Document all customer interactions in detail to facilitate resolution and maintain historical reference
• Respond to inquiries professionally across all communication channels

Ticket Management & Issue Tracking

• Track customer issues thoroughly in JIRA, capturing all relevant information
• Update ticket status proactively to keep customers informed and drive resolution
• Meet or exceed SLAs for response times

Problem Solving & Technical Support

• Troubleshoot and resolve client issues using detailed product knowledge
• Conduct root cause analysis to identify, triage, and escalate issues appropriately
• Replicate customer problems to diagnose and resolve technical challenges
• Deliver technical support or training to clients on tools and product features
• Make informed decisions under pressure while managing multiple priorities
• Configure client sites or features when requested using available instructions

Escalation & Routing

• Escalate complex issues to appropriate teams following established guidelines
• Exercise sound judgment in determining escalation necessity versus independent resolution

Client Relationship Management

• Serve as primary point of contact for assigned clients
• Lead regular client support status meetings
• Build strong relationships through transparent communication and consistent follow-through

Knowledge Management & Documentation

• Create and refine Knowledge Base articles for frequently reported issues
• Document client interactions, solutions, FAQs, and processes with strong attention to detail

Process Improvement & Innovation

• Identify process improvement opportunities and propose innovative solutions
• Recommend workflow enhancements to boost client satisfaction and operational efficiency

Collaboration & Teamwork

• Partner with cross-functional teams to resolve cases and address client needs
• Communicate client requirements to internal stakeholders regarding product roadmaps
• Share knowledge and best practices within the team
• Contribute to company initiatives and projects

Continuous Learning & Product Knowledge

• Maintain expertise on Silverchair's tools, services, and application methods

AI Utilization & Technology Proficiency

• Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution

Additional Responsibilities

• Support team and department needs, and Silverchair's broader business objectives
• Participate in periodic 24/7 on-call rotation
• Contribute to special projects, peak workload periods, and cross-departmental initiatives

Required Qualifications

Education & Experience

• 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
• STEM publishing industry experience (preferred)

Technical Skills

• Solid understanding of XML, SQL, and Microsoft applications
• Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence)
• Strong troubleshooting abilities beyond basic Tier 1 support
• Familiarity with networking protocols, DNS, system logs, APIs, and user configurations
• Ability to learn new tools and techniques efficiently

Core Competencies

• Customer-focused with drive to deliver superior service
• Excellent communication skills-both written and verbal
• Strong analytical and problem-solving abilities
• Effective time management and ability to prioritize
• Collaborative team player with proactive mindset
• Conflict resolution and de-escalation skills in challenging scenarios

Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.

We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.

At this time, we cannot sponsor a new applicant for employment authorization for this position.