Client Services Analyst - Remote Position

About the Role

We are seeking a Client Services Analyst remote to join our dynamic team at Silverchair. As a Client Services Analyst remote, you will play a pivotal role in delivering exceptional support to our academic and scholarly 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.

What You'll Do

• 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• Document all customer interactions in detail to facilitate resolution and maintain historical reference.
• Track customer issues thoroughly in JIRA, capturing all relevant information.
• Conduct root cause analysis to identify, triage, and escalate issues appropriately.
• Serve as the primary point of contact for assigned clients, leading regular client support status meetings.
• Create and refine Knowledge Base articles for frequently reported issues.
• Identify process improvement opportunities and propose innovative solutions.
• Leverage AI tools to enhance workflow efficiency and automate repetitive tasks.

Requirements

• 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.
• Solid understanding of XML, SQL, and Microsoft applications.
• Proficiency with CRM and ticketing systems (JIRA, Zendesk, ServiceNow, Confluence).
• Strong analytical and problem-solving abilities.

Nice to Have

• Experience in the STEM publishing industry.
• Familiarity with networking protocols, DNS, system logs, APIs, and user configurations.
• Ability to learn new tools and techniques efficiently.

What We Offer

• Competitive salary ranging from $60,000 to $90,000.
• Remote work flexibility, allowing you to work from anywhere in the UK.
• Opportunities for continuous learning and professional development.
• A diverse and inclusive work environment.
• Supportive team culture with a focus on collaboration.