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 Customer Care Advisor at Silverchair provides support to academic and scholarly scientific, technical and medical publishing customers with content hosted on our ScholarOne platform. This team member will interface directly with Silverchair 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 in troubleshooting their issues. This position 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 support, working with technical peers and routing problems efficiently.

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

Must be able to work 10am-6pm ET time, M-F. Initial training phase will require working 8am-5pm ET.

Essential Functions

• Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems.
• Cultivates an extensive understanding of the product
• Gathers information from customers to efficiently diagnose and understand issues, leverages exceptional customer service skills to deliver outstanding service to clients.
• Escalates more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication
• Documents detailed support requests and customer interactions accurately and thoroughly
• Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders.
• Leverage AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution

Required Skills

Qualified candidates will have excellent professional oral and written 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.

Successful candidates possess robust problem-solving abilities and can quickly master new tools and techniques.

Importantly, the ideal candidate will demonstrate a dedication to collaborating effectively as part of an international team in a high-performance work environment.

Desired Experience

• Two year undergraduate 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 ScholarOne or experience in the STEM publishing industry a plus
• Experience with Salesforce a plus

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.

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

No agencies please.

Salary Range: $22,000 - $28,000