ORCID is seeking an experienced and enthusiastic professional for the position of fully remote Temporary User Support Specialist. 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!

The Role

ORCID is seeking a Temp User Support Specialist to join our user-centric and highly responsive User Support team.

The User Support Specialist will respond to queries from researchers around the world, answering questions and providing guidance on how to use the ORCID Registry. Working with ORCID colleagues, the Temp User Support Specialist will be responsible for ensuring that we support our global user community and will serve as the “voice of the user” within the organization.

The majority of your time will be spent on user queries, answering ~500 tickets a week during busy periods.

The position will be part of our Support team, reporting to the Support Manager. This is a fixed-term (up to 18 months), full time role (40 hours/week).

Like all positions at ORCID, the role is fully remote. Candidates must be able to work during European standard business hours (Mon-Fri) with at least four hours daily between 1300-2000 UTC, with some recurring meetings between 1400 - 1700 UTC. Outside of these parameters, ORCID offers flexibility with your schedule.

Responsibilities

• Providing timely and friendly replies to user queries via the Zendesk platform
• Accurately reporting bugs to the Development team
• Sharing feedback and feature requests from users with the Product team
• Assisting with writing and reviewing documentation for users
• Reviewing suspect accounts to identify spam
• Participating in calls and projects with other teams as needed to provide a “voice of the user” to the organization
• Assisting with other projects as needed

Requirements and Qualifications

• Experience providing support via a helpdesk platform (ideally Zendesk)
• Exceptional communication and prioritization skills; ability to get things done in a dynamic environment
• Motivated and results-driven, with a high-level of energy, enthusiasm, and initiative
• Tech-savvy with the ability to learn about and troubleshoot technical issues
• Fluency in English required. Additional languages are a plus

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 the following countries:

• Hungary
• Lithuania
• Netherlands
  
• Portugal
• Spain
  
• UK

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.

Who We Are

ORCID is a mission-driven 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.

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, “Food for Thought” learning sessions on a wide variety of topics, and access to a digital learning platform, Udemy for Business. 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. 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 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.