Center for Open Science is hiring a
User Support Specialist

Summary

The User Support Specialist role at The Center for Open Science (COS) involves providing support to users of the Open Science Framework (OSF), a project management and collaboration tool for researchers. The successful candidate will have experience with research workflows or be a researcher themselves, excellent communication skills, and the ability to collaborate across teams. This is a part-time, fully remote position that requires up to 4 in-person meetings per year.

Requirements

• Significant experience with OSF (Open Science Framework) preferred
• Excellent verbal and written communication skills
• Experience in customer/community engagement roles
• Ability to work as a team player and collaborate across teams to achieve outcomes
• Strong multitasking skills, with the ability to handle and prioritize various tasks
• Strong analytical, organizational, and documentation skills with a keen attention to detail
• Self-starting, industrious, and independent worker who seeks new challenges and responsibilities
• Experience using customer interfacing systems such as Zendesk or Help Scout, a plus
• Bachelor’s degree or equivalent experience
• Experience within a research or scientific environment
• 1+ years of experience in communications, engagement, or a related position

Responsibilities

• Recognize key barriers and opportunities that researchers face with project lifecycle management, data management, and data sharing
• Provide primary issue triaging on the user support help desk, responding to researcher reports of issues and feature requests
• Coordinate with Product, Engineering, and Quality Assurance teams to ensure prompt resolution of issues
• Maintain a deep understanding of general OSF capabilities to respond to user queries effectively
• Support community engagement programs by cultivating strong and trusted relationships within research communities
• Identify accomplishments of OSF users through user support interactions
• Assist in developing OSF user documentation and resources
• Report on customer relations activities regularly and contribute to the evaluation of user support trends

Benefits

• $23 - $24 an hour
• This is a part-time, fully remote position and will not exceed 25 hours per week
• COS supports flexibility in work scheduling