[Hiring] Member Support Technical Specialist @ORCID

ORCID is seeking an experienced and enthusiastic professional for the position of Member Support Technical Specialist to support all aspects of integrations and implementations with our members and service providers. If you like the flexibility of a remote organization and the public-service orientation of a non-profit, join us on our mission to connect research and researchers!

Who We Are

ORCID is a mission-driven, member-supported, community-governed non-profit organization. Our vision is a world where all who participate in research, scholarship, and innovation are uniquely identified and connected to their contributions across disciplines, borders, and time. Every one of ORCID’s employees is committed to that vision as well.

We believe in and operate by our three values. ORCID strives to be:

• Inclusive: We make decisions collaboratively, involving our staff, Board, those who support our mission, and the researchers and community that are the purpose of our work. We take a global view.
• Trusted: Privacy and researcher control underscores everything we do.
• Open: Our work is open, transparent, and non-proprietary.

Where We’re Located

As a fully-remote organization serving researchers everywhere, ORCID is able to hire talented individuals all over the globe, and we aim to have our people located in the communities that we serve. For this position, we are focusing on people located in: Chile, Costa Rica, Guatemala, or Mexico.

The Role

ORCID is seeking a Member Support Specialist (MSTS) to support all aspects of integrations and implementations with our members and service providers. The successful candidate will become a subject matter expert on ORCID’s API and registry, and integration best practices so that they can respond to technical support requests, troubleshoot issues, and provide technical training related to ORCID products and services. The ideal candidate should have experience with scholarly infrastructure and workflows as well as working knowledge of modern web API standards and technologies.

This position is part of our Engagement team, reporting to the Support Manager and is full time (40 hours/week). Like all positions at ORCID, the role is fully remote. Candidates must be able to work from home during European or American standard business hours (Mon–Fri) with at least four hours daily overlap with other team members between 1300-2000 UTC, with some recurring meetings between 1400 - 1700 UTC. Outside of these parameters, ORCID offers flexibility with your schedule.

Responsibilities

• Provide first-in-class technical support to ORCID members and service providers
• Increase the percentage of members who are fully integrated with ORCID systems
• Serve as a subject-matter expert regarding ORCID APIs, UIs, integrations, and all ORCID workflow capabilities and services 
• Provide technical training to ORCID stakeholders (virtual and in-person)
• Liaise with the ORCID technical team for handling complex technical challenges
• Proactively identify integration improvements that can be made by ORCID members and advise on implementation.
• Coordinate technical issues with our partner organizations where needed 
• Proactive attitude in identifying improvement areas for support, technical processes, and ways to increase operational efficiencies

Requirements and Qualifications 

• Experience working with scholarly infrastructure systems
• Knowledge of scholarly workflows (E.g Repositories, Manuscript Submission, Grant Application, etc)
• Working knowledge of modern web APIs standards and technologies (particularly HTTP, REST, OAuth, XML and JSON) and experience troubleshooting issues related to APIs
• Ability to communicate technical concepts to both technical and non-technical audiences 
• Comfortable providing both live support (via video conference) and offline support (via email and support tickets)
• Comfortable running occasional training sessions for internal and external stakeholders, and presenting on webinars and/or in-person events
• Experience with CRM and Support tools (Zendesk and Salesforce preferred)
• Fluency in English required. Additional languages are a plus.
• Ability to travel based upon business needs (less than 10%)

To Apply: Please submit your CV and a cover letter via Bamboo. In your cover letter, outline how your experience aligns with the roles and responsibilities of this position. ORCID encourages applicants who meet some, but not all of the requirements and qualifications, to apply.

Our Culture

ORCID has been a global, 100% remote organization since our founding in 2012. This has enabled us to build a team of the best and brightest minds in the industry. ORCID staff are curious and collaborative, and we strive to maintain a culture of learning. We offer programs like individually-focused professional development planning, monthly “Food for Thought” learning sessions on a wide variety of topics, and access to a digital learning platform. We are flexible and family-friendly, allowing staff to shift their schedules as needed, flex their time across the calendar month, and take an hour-long paid break each day (not to mention OFF– see the benefits we provide below). 

As an organization, we are committed to diversity, equity and inclusion (DEI). We invite you to read our DEI statement and principles as well as learn about internal and external DEI initiatives we support here. As a fully remote organization, we also have an active committee dedicated to making our individual remote experiences as positive and productive as possible. Read more about our culture here.

Although we are geographically diverse, we are a small, cohesive community dedicated to our mission and to each other.

As an open organization valuing trust and transparency, we have an employee and contractor privacy policy describing how we handle applicant, employee and contractor data that we invite you to review if interested.

We provide:

A family-friendly, flexible working environment, including: 

• Flexible work hours and the ability to work fully from home (when not traveling)
• A committed and awesome team serving a community-driven organization
• Competitive compensation & benefits, including a generous annual leave allowance, leave for Family & Compassionate Care, and an ORCID-wide day off on the Fourth Friday of each month
• A continuous learning environment with opportunities for training & professional development
• Tools to support our virtual office environment, including your choice of preferred laptop and a monthly remote working stipend.
• An annual in-person all staff retreat plus optional virtual social events throughout the year.
  
  

Compensation

ORCID’s compensation strategy considers an applicant’s skills and experience, geographic location, as well as internal equity when assessing salary. Because we are remote and hire staff all over the globe, our salary ranges will vary by location for any given role.