Customer Tech Support

Date: Aug 3, 2022

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 115 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.


CAS is currently seeking an Information and Search Strategy Specialist. This position will be located in our Columbus, OH headquarters.


Position Summary

CAS, the world’s premier science and technical information provider, is looking for creative-minded problem solvers. We seek driven information professionals to apply their talents as “Scientists Helping Scientists” at the CAS Customer Center. We go beyond support; we are scientists serving scientist. We support all disciplines of science. Our products power the world's big discoveries and protect intellecutal property. We are the gold standard in science and information strategy assistance; if you are looking for a great career, your ideal solution may be joining the brain trust at CAS.


This position is primarily responsible for assisting CAS customers who contact the CAS Customer Center with questions regarding query strategy building, problem solving, features of any CAS product, search strategy, command language or file content. Success in this position requires the ability to interface on customers’ behalf with multiple areas throughout CAS and occasionally ACS and FIZ. This person must lead by example and make themselves available as a resource to their colleagues. Secondarily, the position promotes the features and value of CAS products and services and will be part of a training initiative to educate CAS employees. Finally, the position serves as an internal resource for customer feedback, pattern detection, market trends and ideas for improving CAS products and services. This position will also drive training of Customer Center personnel as well as other CAS colleagues.


Position Responsibilities:


Scientific Customer Support: 80%

  • Assisting customers with search strategy-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
  • Assisting CAS customers who contact the CAS Customer Center with questions about command language, file content, functional feature of CAS products, and search strategy


Technical-Related Support: 20%

  • Triage customer tickets related to product specific customer feedback
  • Monitor and report product stability issues and determine escalation path if needed


  • Bachelor of Science or equivalent experience. Chemistry or Biochemistry is preferred.
  • Advanced degree or area of specialization a plus
  • 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
  • Strong communications skills; written, oral, and presentation skills required
  • Attention to detail and adherence to process
  • Logic and advanced problem-solving skills
  • Professional, confident, discreet written and verbal communication skills
  • Proficiency in Microsoft Office software
  • Ability to explain complex topics and give presentations of the same
  • Ability to problem solve and succeed in a collaborative customer contact environment
  • Command Line language searching 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


Position Summary

Nearest Major Market: Columbus

Job Segment: Technical Support, Biochemistry, Technology, Science