Client Services Analyst

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client’s product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients’ customers in troubleshooting their issues. The Client Services Analyst is responsible for customer 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 for 1 year involving afternoon / night shifts (tentatively 1 : 30PM - 10 : 30PM IST & 4 : 30PM- 1 : 30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-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, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client’s business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and / or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

Application Process

For this role, please refer to the following : -