Temporary User Support Specialist

ORCID is seeking a fully remote Temporary User Support Specialist to respond to researcher queries, provide guidance on the ORCID Registry, and serve as the 'voice of the user' within the organization. The role involves supporting a global user community and working closely with various teams.

Location: Remote (EU, UK, Hungary, Lithuania, Netherlands, Portugal, Spain)

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

• 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

Additional Information

• This is a fixed-term (up to 18 months), full-time role (40 hours/week).
• 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.
• ORCID offers flexibility with your schedule.