Customer Tech Support

Date: Nov 26, 2021

Location: Columbus, OH, US, 43202

Company: American Chemical Society

CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 114 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

 

Position Summary

This Columbus, Ohio based position is within the Customer Center, a multifaceted team that provides support of account information, technology and software support functions.  This role works directly with customers to solve technical problems with the installation and use of all supported versions of CAS solutions. This requires familiarity with CAS solutions and associated technologies, a variety of desktop operating systems, many versions of a variety of web browsers, a variety of proxy servers and firewalls and many versions of a variety of third-party software supporting or working with CAS systems. The position additionally promotes the features and value of CAS products and services and will be part of a training initiative to educate CAS employees. 

 

Position Accountabilities

Technical Customer Support: 65%

  • Assisting customers with troubleshooting technical related software and access related issues with all CAS products and services
  • Collecting customer feedback, pattern detection, market trends and ideas for improving CAS products and services
  • Onboarding activities for new and existing customers transitioning from older legacy products to new product offerings and services
  • Logging, tracking, completing, and reporting on all activities in customer support ticketing system

 

Scientific Support: 35%

  • Triage customer tickets related to product specific customer feedback
  • Supporting the RN Innovators patent certification program
  • Assisting CAS customers who contact the CAS Customer Center with questions about command language, file content, functional feature of CAS products, and search strategy

 

Qualifications

  • Bachelor’s degree, Computer Science or Science-related discipline
  • Foundational knowledge of Chemistry
  • 3 or more years’ experience in call center/support environment
  • Proficiency with chemical formulas, nomenclature, and chemical structures required
  •  Experience with searching CAS products, CAS databases, and knowledge of CAS internal policies and practices a plus
  • A familiarity of CAS products, product features, and indexing policies a plus
  • High technical acumen; adept in Windows OS, Mac OS, Salesforce.com, Nice InContact, Unix a plus
  • High technical acumen in troubleshooting browser-based software, plugins, and multiple browsers, mobile OS, Android, Mobile app support a plus
  • Demonstrated Customer Orientation with the ability to switch between phone, email, and chat-based support; experience in an omni-channel support center a plus
  • Intellectual Curiosity
  • Team oriented
  • Sharp troubleshooting and logical problem-solving
  • English-speaking native fluency; additional languages a plus

 

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran.


Nearest Major Market: Columbus

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