Client Services Analyst at Cactus Communications Services Pte. Ltd.

, Volgograd Oblast, Russia -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, XML, SQL, Microsoft Applications, Analytical Skills, Problem Solving, AI Tools, Communication Skills, Collaboration, Ticket Tracking, Knowledge Base Development, Ethical AI, Prompt Engineering, STEM Publishing, Atlassian Products

Industry

Software Development

Description

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 clients’ 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, web, 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 knowledge base articles for frequently reported issues and questions; complete other support 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. Leverage 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 Clients AI usage policies and data protection requirements. Collaborate effectively with AI tools while maintaining human oversight and professional standards. Qualifications and Prerequisites Excellent 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. Excellent 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. Solid 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). Proficiency 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 synchronous and asynchronous collaboration. Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status. About CACTUS Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.

Responsibilities

The Client Services Analyst will provide support to academic publishing customers, handling content-related issues and ensuring thorough documentation of tickets. They will also replicate customer problems, perform Tier 1/Tier 2 support, and collaborate with technical peers to resolve issues efficiently.