[Hiring] Client Services Analyst @Silverchair

Role Description

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.

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.

Benefits

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