Help Desk Analyst

American Chemical Society

 

Help Desk Analyst

 

The Publications Division of the American Chemical Society provides to its members and worldwide scientific community a comprehensive collection of high-quality information products and services for the practice and advancement of the chemical sciences. The Journal Publishing Group publishes 34 internationally respected, high-quality peer-reviewed research journals; three of these journals contain staff written material that complements the research sections. All publications serve the broad interests of the chemical-related scientific and engineering markets.

 

Position Summary

 

Customer Services & Information (CSI) is a unit within ACS’s Publications Division supporting internal staff and external customers involved in various aspects of the peer review and publishing process. Staff is responsible for providing services including routing and facilitating the resolution of help requests and providing information to a variety of end users

 

1. Represent the ACS and ACS Publications by providing outstanding and high quality customer support:

· Provide focused, timely and appropriate response to customer requests.

· Responsible for 1st, and 2nd level customer support calls.

· Accurately document and communicate problems for escalated help request to third level support.

· Proactively contact customers to ensure customer satisfaction and ticket resolution.

2. Assist customers in the submission, conversion and accessing of their manuscript Word processing and PDF files.

3. Work with Peer Review Operations, BU teams, Washington IT, vendors and business partners in resolving 2nd and 3rd level support request related to issues on all Publications platforms.

4. Analyze requests to identify recurring and/or system problems and communicate with appropriate staff to facilitate resolution.

5. Coordinate with appropriate staff to monitor Production Application Systems.

6. Work with management to organize timely releases of new products and functionality.

7. Organize and communicate new resolution procedures to appropriate staff and management.

8. Create and run standard reports that help support the effectiveness and efficiency of CSI.

9. Participate in on-call responsibilities during non business hours and weekends.

 

Education and Experience and Technical Requirements

 

· 3-5+ years related experience in customer support environment, Bachelor’s degree or equivalent experience

· Help Desk experience and understanding required, experience with help desk ticketing system (Parature a plus)

· Remote support experience a plus

· Proficiency in database entry and report generation

· Software experience in Acrobat, Distiller, MS Office Suite, Windows OS, Apple OS, Browsers, Instant Messenger, knowledge of graphic file formats, postscript files, TrueType fonts and Postscript fonts are a plus

· Multilingual proficiencies are a plus.

 

The ACS provides truly competitive salaries and an outstanding benefits package; health, retirement, and transportation benefits are only some of those offered.

 

ACS is a drug-free/smoke-free, equal opportunity employer

 

To apply:  please send resume and cover letter to employment@acs.org .  Please reference 08-88 in the subject line.