Partner And User Support Specialist

Summary

Join ITHAKA as a Partner and User Support Specialist and help users worldwide utilize our JSTOR platform. You will provide support via phone, email, and live chat, troubleshooting issues, documenting requests, and collaborating on projects. This role demands problem-solving skills, technical knowledge, and excellent communication. ITHAKA values professional development and offers training opportunities. The ideal candidate is patient, curious, and proactive, with a strong work ethic. We offer a competitive salary and comprehensive benefits package.

Requirements

• Demonstrated technical/web literacy and proficiency in MS Office Suite or GSuite
• Customer service mindset with a focus on creating effortless and enjoyable user experiences
• Proven project and time management skills with a demonstrated ability to work unsupervised
• Exceptional interpersonal skills with a demonstrated ability to collaborate with a team
• Detail-oriented with excellent analytical and problem-solving skills
• Ability to learn and comprehend complex product functionality and new concepts
• Sound organizational skills with an ability to work well under deadlines and shifting priorities
• Able to communicate in a professional and friendly manner
• Work Authorization and Sponsorship ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States

Responsibilities

• Document, triage, and track customer queries using tools such as Zendesk, JIRA, SugarCRM, and others
• Troubleshoot and resolve a wide range of user reported issues and manage user accounts and access
• Identify and diagnose user problems and escalate to product teams when appropriate
• Meet service standards for customer satisfaction (CSAT) and responsiveness to the 45,000+ user queries our team receives each year
• Maintain a working knowledge of the features and functionality of ITHAKA products and platforms
• Partner with other teams to represent Partner and User Support and our end users in organizational discussions
• Create support content that is accurate, engaging, and easy to understand
• Occasional travel, comprising less than 10% of the time, may be necessary with a focus on visits to our Michigan and New York offices

Benefits

• Employer-paid medical, dental, and vision plans
• An employer-paid 10% retirement contribution
• Paid parental and caregiver leave
• 22 days of paid time off
• 11 paid holidays
• Up to 12 sick days
• Gym reimbursement