User Support Specialist

Center for Open Science

5d•$23 - $24•Remote

About The Position

As the User Support Specialist, you will play a crucial role in ensuring an excellent user experience for OSF users, supporting the Product team by managing user relationships, addressing inquiries, and providing triage support for technical issues. You will assist users in navigating the OSF, driving engagement with open science practices and contributing to the development of helpful user documentation. This role is integral to COS's mission of supporting scientific transparency and integrity through exceptional user support and communication.

Requirements

Significant experience with OSF (Open Science Framework) preferred.
Excellent verbal and written communication skills.
Experience in customer/community engagement roles.
Ability to work as a team player and collaborate across teams to achieve outcomes.
Strong multitasking skills, with the ability to handle and prioritize various tasks.
Strong analytical, organizational, and documentation skills with a keen attention to detail.
Self-starting, industrious, and independent worker who seeks new challenges and responsibilities.
Bachelor’s degree or equivalent experience.
Experience within a research or scientific environment.
1+ years of experience in communications, engagement, or a related position

Nice To Haves

Experience using customer interfacing systems such as Zendesk or Help Scout, a plus.

Responsibilities

Provide primary issue triaging on the user support help desk, responding to user reports of issues, improvement suggestions, and feature requests by coordinating with product, engineering, and quality assurance teams to ensure prompt resolution.
Extremely knowledgeable on general product capabilities in order to respond to user queries.
Support community engagement programs by cultivating strong and trusted community and user relationships.
Through user support, identify accomplishments of product users.
Assist with spam mitigation tactics and reduction in mistakenly flagged spam content.
Assist in the development of user documentation and resources.
Report on customer relations activities regularly and support evaluation of user support trends. Create metrics reports on user support email trends for evaluation.
Assist with landscape analysis around policies regarding best practices in repositories and scholarly communication standards
Help identify and verify new feature requests.
Assist with product onboarding experiences for new fee for service community members and technology partners.
Lead or facilitate COS webinars and events for members and research communities, as well as post-event engagement.
Provides support to the OSF help desk on member and community oriented issues.
Assist in maintaining product descriptions and user resources, including drafting product updates and contributing to training materials.
Maintain clear, detailed documentation of team processes, workflows, and product features, supporting team efficiency and knowledge sharing, and identifying opportunities for automation.
When possible support communications plan and community engagement program by interacting with stakeholders in the member and researcher community.