About the Company

Established in 2002, Cactus Communications (CACTUS) is a prominent technology company focused on expert services and AI-driven products that enhance the processes of research funding, publication, communication, and discovery. Their primary brand, Editage, provides a full spectrum of researcher solutions, including expert services and advanced AI tools such as Mind the Graph, Paperpal, and R Discovery. With a global presence across multiple international offices and a workforce exceeding 3,000 professionals, CACTUS is recognized for its innovative workplace practices and is consistently named a great place to work.

Job Description

CACTUS is seeking a Client Services Analyst to support academic and scholarly scientific, technical, and medical publishing customers by providing assistance with content hosted on the client’s product delivery platforms. This role requires direct interaction with clients, serving as the company’s representative to foster and maintain positive, professional client relationships and acting as a trusted advisor for troubleshooting client issues. The Client Services Analyst is responsible for logging customer content problems and ensuring comprehensive documentation of all tickets and issues. This position involves replicating customer issues, providing Tier 1/Tier 2 support, and efficiently escalating problems to technical colleagues. This is a one-year remote contract position with expected afternoon/night shifts (approximately 1:30 PM – 10:30 PM IST and 4:30 PM – 1:30 AM IST). The role also emphasizes the utilization of Artificial Intelligence tools to improve efficiency, automate tasks, and gain insights, requiring AI literacy, basic prompt engineering skills, ethical judgment in AI application, and adherence to AI usage policies.

Responsibilities

• Provide phone, web, and email support, meticulously recording all customer content-related questions and issues while strictly adhering to service-level agreements (SLAs) for response times.
• Cultivate strong, collaborative partnerships with clients, consistently following through on commitments with professionalism and a strong sense of accountability.
• Maintain detailed and comprehensive records for all tickets and issues encountered.
• Acknowledge, triage, and effectively resolve all incoming customer requests.
• Escalate customer issues and requests accurately and efficiently in accordance with established protocols; appropriately route non-content-related inquiries.
• Develop and contribute well-written knowledge base articles addressing frequently reported issues and common inquiries; create other necessary support documentation.
• Undertake additional tasks as required to support the team, department, and the client’s business objectives.
• Leverage Artificial Intelligence tools and technologies to enhance operational efficiency, automate routine tasks, and extract valuable, actionable insights.
• Maintain a strong understanding of AI literacy and the ethical implications of AI applications within academic publishing and scholarly communication.
• Demonstrate proficiency in basic prompt engineering techniques to effectively utilize AI tools.
• Apply sound judgment in determining the appropriate use of AI assistance for various tasks.
• Ensure strict adherence to the client’s AI usage policies and data protection mandates.
• Collaborate effectively with AI tools while maintaining essential human oversight and upholding professional standards.

Qualifications

• Exceptional professional verbal and written English communication abilities, with the capacity to convey information factually and accurately to external clients without making unfounded assumptions.
• Effective skills in collaboration and dialogue building, including active listening and adept question-asking.
• Superior customer service skills, characterized by a profound understanding that client perception is reality and a strong commitment to delivering exceptional service levels.
• A solid understanding of XML, SQL, and Microsoft applications.
• Demonstrated analytical and technical problem-solving capabilities, coupled with the ability to rapidly learn new tools and techniques.
• Proven ability to work effectively within a team environment, contributing to a high-performance work culture.
• Willingness and availability to work periodic afternoon/night shifts.
• Previous experience in technical support or customer support roles, preferably within a software company.
• A Bachelor’s degree, ideally in Computer Science, Information Science, or a closely related discipline; equivalent relevant experience may be considered for candidates with lesser degrees.
• Experience with the STEM publishing industry.
• Familiarity with Atlassian products such as JIRA and Confluence.
• Proficiency in utilizing Artificial Intelligence tools and technologies to boost workflow efficiency, automate repetitive tasks, and/or generate actionable insights.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

The company is a remote-first organization and seeks candidates with essential attributes for remote work, including ownership with minimal supervision, strong organization and prioritization skills, ability to document work effectively, maturity in choosing collaboration methods (synchronous/asynchronous), and effective collaboration across time zones.

Tags