Customer Support Specialist

Job Summary

A company is looking for a Customer Support Specialist to provide assistance to users of its research software platforms.

Key Responsibilities

• Deliver professional, timely, and empathetic email-based support for users
• Raise, track, and follow up on support tickets in the online support system
• Maintain and improve internal and user-facing documentation and FAQs

Required Qualifications

• Familiarity with LaTeX, Overleaf, or similar markup languages and authoring tools
• Experience using customer service management systems
• Interest in or exposure to academic publishing or higher education environments
• Ability to work remotely and effectively as part of a distributed team
• Availability during core support hours (typically 2 PM-5 PM UK time)