Client Services Analyst

CACTUS is hiring a Client Services Analystfor theirclientto providesupport to academic and scholarly scientific,technicaland medical publishing customers with content hosted onthe client'sproduct delivery platforms. This team member willinterface directly withClientcustomers and will be the face of the company to them, building andmaintainingeffective, positive, professional partnerships with customers and becoming a trusted advisor to our clients customersin troubleshooting their issues. The Client Services Analystis responsible forcustomer 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 for1 yearinvolving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

• Provide phone,web, and email support, recording complete information for customer content-related questions and issueswhile adhering toservice-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,triageand provideresolution for all requests.

• Efficiently and accurately escalate customer issues and requests following established guidelines route non-content requests efficiently and accurately.

• Contribute effective well-writtenknowledgebase articles forfrequentlyreported issues and questions complete othersupport documentation as needed.

• Perform additional tasks as needed to meet the needs of the team and department, and to supportthe client'sbusiness needs.

• LeverageArtificial 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 toolutilization.

• Exercise judgment indeterminingwhen AIassistanceis and is notappropriate fortasks.

• Ensure compliance withtheClientsAI usage policies and data protection requirements.

• Collaborate effectively with AI tools whilemaintaininghuman oversight and professional standards.

• Excellent professional oral and writtenEnglishcommunication 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'sperceptionis the customer's reality and the drive to provide superior levels of service.

• Solid understanding of XML, SQL and Microsoft applications anddemonstratedanalytical and technical requests problem-solving abilities with anadditionalability 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 andSQLand Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• ProficiencyinleveragingArtificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

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.

Established in 2002, Cactus Communications () 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.