Product Support Specialist

Charlottesville, VA /
Product /
Full-time
Background about the Center for Open Science

The Center for Open Science (COS) is dedicated to improving research practices to accelerate discovery. COS is a nonprofit technology and advocacy organization whose mission is to increase openness, integrity, and reproducibility of research. When the products of the research process become public goods -- analysis plans, data, methods, code, and results -- we can accelerate knowledge, solutions, and cures.

COS is seeking a Product Support Specialist to join its Product team. The specialist plays an essential role in COS’s ability to provide excellent community and client experiences as part of our user-centric product development. The specialist will support the product vision through effective and efficient management of client and user relations and ensure user success in open science behaviors with our products and services. The Product Support Specialist is a highly cross-functional role responsible for supporting COS’s mission through the effective understanding, support, and articulation of products and services to our stakeholders, clients and users.

The Product Support Specialist will provide front-line support to the growing user community and clients of COS products and services.

Responsibilities

    • This individual is extremely knowledgeable on general product capabilities in order to be able to effectively respond to a broad range of user queries and speak publicly about the product.
    • Manages our user support help desk including monitoring, triaging, and responding to all support cases with excellent customer service.
    • Leads trouble shooting with end users and community members, and directs them to user-facing resources or promptly develops support materials to address common challenges.
    • Cultivates strong and trusted community and user relationships with timely and accurate communications.
    • Facilitates inter-team communication to solicit feedback and/or develop user resources.
    • Owns development and maintenance of product help documentation with support from product owners.
    • Guides set up and onboarding for new community members onto products.
    • Leads or supports COS workshops for members and research communities.
    • Coordinates with product, engineering, and quality assurance teams to ensure prompt resolution to issues and communication of feature requests.
    • Provides insights for product team strategy development through reporting on customer relations activities regularly, triages feature requests and quantitative analyses of user support trends.
    • Recommends process improvements to increase efficiency and scalability of user support services.

Key areas

    • User support 
    • Project management 
    • Communication
    • Member engagement

Required Skills

    • Experience in a customer-facing role working via email and web meetings
    • Experience in community engagement role or supporting online communities
    • Experience using CRM, help desk, web communication, project management and documentation software, such as Salesforce, Zendesk,  Zoom, JIRA, HUBspot, and ScreenSteps or similar tools
    • Team-oriented and strong organizational awareness
    • Very strong work ethic and a passion for supporting culture change
    • Strong analytical, organization, and documentation skills with excellent attention to detail
    • Extremely high social and communication skills Experienced multi-tasker with ability to handle and prioritize various tasks 
    • Self-starting, industrious, creative, and independent worker who continually seeks new challenges and responsibilities
    • Sound judgment, professionalism, and a positive attitude
    • Adaptive to rapidly changing demands and multiple priorities in a high performance workplace

Highly Desired Skills

    • Experience in community engagement role or supporting online communities
    • Significant experience with Salesforce or other CRM
    • Familiarity with agile and scrum rituals
    • Familiarity with research and research communities

Qualifications

    • Bachelor’s degree or equivalent experience
    • 1-3 years experience in customer support role
    • Experience with technical writing
    • Experience within research or scientific environment helpful
Location:  COS is located in Charlottesville, Virginia. Remote work is available for this position. 

Benefits

Competitive salaries401(k) with employer match. COS offers a matching contribution of 100% up to 3% of pay and another 50% up to 5% of pay (the full match will be 4% if participants elect to defer 5%)

Health, dental, and vision insurance. COS covers 100% of employee premium and 50% of all dependent coverage costs under the base plan

15 days vacation in year one

Paid family medical leave. COS offers paid leave for up to three (3) months to all full-time, regular employees to care for their child after birth, after or during the adoption process, or to care for their spouse, child, or parent who has a serious health condition.

Modern office space and other amenities, including paid parking under the office building

COS promotes a flexible work environment that supports a healthy work/life balance.

Salary is expected to be in the 40s depending on relevant experience and skills. 

Applying

COS is an equal opportunity employer and strongly encourages applications from members of groups underrepresented in science and technology industries. Please apply by submitting a resume/CV as well as a one page cover letter that articulates your interest in this position and reflects on the question, “How can I support the growth and success of open science?”. Questions about the position and COS are welcome and can be directed to jobs@cos.io.