Client Services Analyst

About Silverchair

Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world’s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.

The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.

Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.

DEI Statement

At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.

Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.

Learn more about our commitment to diversity, equity, and inclusion at Silverchair.

Overview

The Client Services Analyst at Silverchair plays a pivotal role in supporting the scholarly and professional publishers who rely on our platform to get their content into the hands of researchers, doctors and scientists. In this client-facing role, you’ll become an expert on our products, working through complex technical issues with our clients while building lasting relationships.

As the face of Silverchair, you’ll bridge communication between our clients and internal staff, including senior technicians and our agile development teams, to drive timely issue resolution. We’re looking for an experienced support professional who pulls problems toward them, solves them with creativity and empathy, and has a real appetite for figuring out how things work. Additionally, this role calls for a level of comfort using AI tools as part of everyday work.

Essential Responsibilities

• Own client support tickets from intake to resolution, keeping clients updated and driving issues to close within our SLAs
• Troubleshoot platform issues and decide whether to resolve, route or escalate, with clear written escalations for our development teams
• Join client calls, including video meetings, to work through issues directly with clients
• Contribute to knowledge base articles and documentation to help the team learn and improve
• Identify patterns in tickets and suggest process improvements that make the team more effective
• Help onboard and support newer teammates as you grow into the role
• Take part in periodic 24/7 on-call shifts

Required Qualifications

• 2+ years experience in technical support or client services, including support for SaaS or platform software
• An understanding of how platform software fits into a client’s business
• Troubleshooting skills that go well past scripted, first-line support, and comfort working in a very technical environment
• Strong written and verbal communication
• Comfortable managing a high-volume ticket queue
• Comfortable using AI tools as part of your everyday work
• Experience working with distributed teams across time zones
• Familiarity with Jira
• Basic understanding of XML
• Basic understanding of web technologies such as HTML, URLs, browser tools, or user authentication such as SSO
• Must be able to work Mon-Fri 9am-6pm ET, with occasional weekend hours

Preferred Qualifications

• Experience working alongside agile development teams (Scrum or Kanban)
• An eye for where AI or automation could help a team improve
• Familiarity with Confluence
• Experience writing knowledge base or help center articles
• Experience with reporting or analytics tools such as SQL or Power BI
• Experience in scholarly publishing, libraries, or academic institutions

Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.

We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.

Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.

No agencies please.

Salary Range: $45,000 - $60,000 per year