Note: The job is a remote job and is open to candidates in USA. Digital Science is a pioneering technology company advancing the research ecosystem. They are seeking a Customer Support Specialist to deliver high-quality technical support for their Figshare and Elements products, ensuring a seamless user experience for a diverse user base.
Responsibilities
- Deliver responsive, high-quality technical support for both Figshare and Elements users, including researchers, administrators, and institutional IT teams
- Triage incoming support tickets, troubleshoot issues, identify resolution paths, and communicate clearly and empathetically with users throughout the ticket lifecycle
- Escalate complex issues appropriately to product, engineering, or implementation teams, while ensuring clear documentation and follow-through
- Support configuration and change requests by applying database or UI-level customizations according to client needs and documented specifications
- Contribute to a shared knowledge base by drafting, editing, and maintaining internal documentation, canned responses, and external help resources
- Stay current with product updates and releases to ensure accurate, timely advice and troubleshooting for new features and known issues
- Assist implementation and onboarding efforts by supporting configuration tasks, staging environments, or basic client training as needed
- Develop cross-product knowledge across Figshare and Elements to support customers with integrations or workflows that span multiple Digital Science tools
- Participate in regular team standups and knowledge-sharing sessions, offering input on ticket handling and lessons learned
- Collaborate with support peers, product teams, and customer engagement teams to continuously improve support processes and advocate for the user experience
- Track and update relevant systems and customer summaries to ensure accurate context and continuity of support
Skills
- Excellent verbal and written communication skills in English, with an ability to explain technical concepts clearly to non-technical audiences
- Experience providing customer support in a SaaS or technical environment, ideally with academic, research, or institutional clients
- Strong troubleshooting and problem-solving skills with a methodical approach to investigating issues
- Ability to manage multiple tasks and priorities efficiently while maintaining attention to detail
- Familiarity with relational databases (e.g., MySQL or MariaDB) and working with structured data formats like CSV, JSON, or XML
- Comfortable using command-line tools and navigating Linux-based systems
- Ability to work independently while contributing to a distributed, collaborative team
- Knowledge of the academic research ecosystem, including repositories, open access mandates, research information management systems, or scholarly communication
- Basic scripting (e.g., Python) or configuration skills helpful for support automation or database customisation
- Familiarity with APIs, SSO (e.g., Shibboleth, Microsoft AD), or cloud storage systems (e.g., Amazon S3)
- Experience writing or maintaining customer-facing documentation or internal support resources
- Exposure to ticketing tools (e.g., Zendesk, Freshdesk, Front, Jira), monitoring systems, or knowledge base platforms
Company Overview