Find Your Dream Technical Support Job in India

Technical Voice Support - Team Lead

Company: Teleperformance

Location: Hyderabad

Process: Telecom - Technical Voice Support

Role Overview

We are hiring an experienced Technical Voice Support Team Lead to manage a team of Executives/Associates for a Telecom process. The ideal candidate should have strong people management skills, technical support exposure, and the ability to drive team performance while ensuring service quality and customer satisfaction.

Key Responsibilities

• Lead, manage, and motivate a team of Technical Voice Support Executives/Associates
• Handle team performance, productivity, and adherence to SLAs/KPIs
• Provide real-time support, coaching, and feedback to team members
• Manage escalations and ensure timely resolution of technical issues
• Monitor call quality and compliance as per process standards
• Conduct team huddles, performance reviews, and training refreshers
• Coordinate with Quality, Training, and Operations teams
• Prepare and share daily/weekly performance reports
• Ensure high customer satisfaction and process compliance

Eligibility Criteria

• Experience as Team Lead / Senior Executive in Technical Voice Support (Telecom process preferred)
• Strong experience in handling Executives or Associates
• Excellent communication and people management skills
• Good understanding of telecom technical support concepts
• Willingness to work in rotational shifts and rotational week-offs
• Immediate to 30 days' notice period only
• Ready to work from Hyderabad location

Education

• Graduate / Undergraduate (as per Teleperformance hiring norms)

Compensation

• Maximum Budget: Up to 7 LPA (Based on experience & interview performance)

Work Schedule

• Rotational Shifts
• Rotational Weekly Offs

Joining Timeline

• Immediate joiners to candidates with up to 30 days' notice period only

If you're from Telecom process, please do share below details with attaching you're resume to this email id:

Name

Number

Domain Handled

Qualification

Current Organisation

Current Designation

Email

Notice Period

Overall Experience

Relevant Experience

Current CTC

Expected CTC

Current Location

Preferred Location

Open to relocate

Regards,

Charlie HR

Technical Support Engineer

About Hexnode

Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

The role

As a Technical Support Engineer, you will be the backbone of our client success story. You'll provide advanced technical assistance, ensuring that our global partners receive seamless support for our Unified Endpoint Management (UEM) solutions.

Note: This is a full-time, onsite role. Candidates must be available for rotating shifts to support our 24/7 global operations and international client base.

Responsibilities

• Act as the primary point of contact for L1 to L3 support, diagnosing and resolving complex technical issues via phone, email, and chat.
• Provide clear, step-by-step technical guidance to clients, translating complex problems into actionable solutions.
• Identify and escalate high-priority or systemic issues to specialized internal teams, tracking them through to resolution.
• Document all support interactions and technical workarounds to build and maintain a robust internal knowledge base.
• Stay at the forefront of UEM trends and product updates; provide training sessions for clients and internal stakeholders as needed.
• Partner with Engineering and Product teams to advocate for client needs and improve the overall product experience.

Required Skills & Qualifications

• 5+ years of technical support experience, preferably within a SaaS environment.
• Mandatory, deep-seated understanding of Unified Endpoint Management (UEM) and its related technologies.
• Proven track record in a Level 3 (L3) & above technical support capacity.
• Direct exposure to IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred.
• Exceptional interpersonal and communication skills; the ability to remain professional and courteous under pressure.
• A proactive problem-solver who can work independently in a fast-paced, high-growth environment.
• Bachelor's degree in computer science, Information Technology, or a relevant technical field.

Hexnode is an Equal Opportunity Employer. We welcome and encourage candidates of all backgrounds, identities, and experiences to apply.

Technical Voice Support - Team Lead

Company: Teleperformance

Location: Hyderabad

Process: Telecom - Technical Voice Support

Role Overview

We are hiring an experienced Technical Voice Support Team Lead to manage a team of Executives/Associates for a Telecom process. The ideal candidate should have strong people management skills, technical support exposure, and the ability to drive team performance while ensuring service quality and customer satisfaction.

Key Responsibilities

• Lead, manage, and motivate a team of Technical Voice Support Executives/Associates
• Handle team performance, productivity, and adherence to SLAs/KPIs
• Provide real-time support, coaching, and feedback to team members
• Manage escalations and ensure timely resolution of technical issues
• Monitor call quality and compliance as per process standards
• Conduct team huddles, performance reviews, and training refreshers
• Coordinate with Quality, Training, and Operations teams
• Prepare and share daily/weekly performance reports
• Ensure high customer satisfaction and process compliance

Eligibility Criteria

• Experience as Team Lead / Senior Executive in Technical Voice Support (Telecom process preferred)
• Strong experience in handling Executives or Associates
• Excellent communication and people management skills
• Good understanding of telecom technical support concepts
• Willingness to work in rotational shifts and rotational week-offs
• Immediate to 30 days' notice period only
• Ready to work from Hyderabad location

Education

• Graduate / Undergraduate (as per Teleperformance hiring norms)

Compensation

• Maximum Budget: Up to 7 LPA (Based on experience & interview performance)

Work Schedule

• Rotational Shifts
• Rotational Weekly Offs

Joining Timeline

• Immediate joiners to candidates with up to 30 days' notice period only

If you're from Telecom process, please do share below details with attaching you're resume to this email id:

Name

Number

Domain Handled

Qualification

Current Organisation

Current Designation

Email

Notice Period

Overall Experience

Relevant Experience

Current CTC

Expected CTC

Current Location

Preferred Location

Open to relocate

Regards,

Charlie HR

About Us

We are a leading Enterprise Resource Planning (ERP) and Dealer Management (DMS) software and solutions provider to heavy equipment, agriculture, and construction companies. We aim to be the thought leader in the industries we serve and a trusted IT advisor to all our customers. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our cloud based DMS.

Why work for VitalEdge?

We don't just sell technology, we enable transformation that results in broader societal benefits like feeding the world, building homes and critical infrastructure, and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It's an exciting time to work for VitalEdge - join us!

Position Overview

VitalEdge Technologies is hiring Technical Support Engineers to support our Dealer Management System (DMS). This is a customer-facing, technical support role focused on diagnosing and resolving complex software issues on IBM server environments. You will become part of a growing support team that will eventually serve as the primary customer support group during North American off-hours (EST).

This role requires strong analytical and communication skills, technical troubleshooting ability across SQL, Java, and Tomcat, and a willingness to learn the legacy Green Screen interface on IBM iSeries.

As a Technical Support Engineer at VitalEdge, you will:

• Play a critical role in customer success and product reliability.
• Gain domain knowledge in a specialized enterprise product used by leading dealerships.
• Learn both legacy and modern tech stacks, expanding your technical breadth.
• Work in a hybrid and collaborative environment with a strong focus on training, mentoring, and growth.

Key Responsibilities

• Provide technical support to customers via phone, web chat, and ticketing system.
• Create and maintain case logs, monitor resolution timelines, and communicate case status.
• Troubleshoot application issues, including software defects, database processing blocks, and configuration errors.
• Deliver timely analysis and support-especially during off-hours where urgent customer response is required.
• Apply VitalEdge' s support case resolution process, including triaging, documenting, and escalating when necessary.
• Collaborate with senior support staff and service readiness teams during and after training.
• Participate in continuous learning to stay current on product and process updates.
• Contribute to process improvement and knowledge-sharing within the team.
• Perform other support-related tasks and projects as assigned.

Required Skills and Qualifications

• 4+ years of experience in a technical support or application support role, preferably in a SaaS or enterprise software environment.
• Hands-on expertise with:
• Tomcat application servers
• Java (reading/debugging)
• SQL and database architecture
• Willingness and ability to learn the IBM iSeries (Green Screen interface) and related tools such as IBM iAccess.
• Understanding of web-based application troubleshooting.
• Strong verbal and written communication skills.
• Experience with ticketing tools (Microsoft Dynamics preferred).
• Ability to work independently as well as in a collaborative team environment.
• Analytical problem-solving mindset and the ability to prioritize in high-urgency situations.
• Degree in Computer Science or a related field is strongly preferred.
• Occasional weekend work may be assigned; however, it will be performed remotely and not from the office.

Work Schedule:

• 2PM- 11PM IST (4:30 AM - 1:30 PM EST) Shift (will operate in hybrid mode, with work from office 2 days a week)
• Shift model will be rotational and aligned with our customer's support needs

Urgent Hiring - Technical Helpdesk Support Engineer

Location - Near Rahul Raj Mall, Surat

Industry - IT Industry

Job Time - 2:30pm to 11:00 Pm

Description:

Providing technical help desk support for a variety of software packages,

mainly EPoS, and hardware

? Provide answers to clients by identifying problems; researching answers;

guiding client through corrective steps.

? Obtaining details from customer's new requirements to pass onto software

development via the Support Manager.

? Provide telephone help support to customers during out of hours, weekends

and bank holiday on a rotation basis

? Monitor and maintain Customer Support Call Log System as per protocol

provided

? Remotely configure hardware

? Identify system improvements by evaluating system performance

? Improve system by conferring with development team; testing, evaluating, and

installing new software

? Document actions by completing forms, reports, logs, and records

? Update job knowledge by participating in educational opportunities; reading

professional publications; maintaining personal networks; participating in

professional organisations

? Protect organisation's value by keeping information confidential

? Obtaining information from callers to pass onto the sales department

? General assistance as and when required

Skills/Qualifications:

Active Listening - Giving full attention to what other people are saying, taking time to

understand the points being made, asking questions as appropriate, and not interrupting at

inappropriate times.

Speaking - Talking to others to convey information effectively.

Troubleshooting - Determining causes of operating errors and deciding what to do about it.

Complex Problem Solving - Identifying complex problems and reviewing related information

to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential

actions to choose the most appropriate one.

Mathematics - Using mathematics to solve problems.

Time Management - Managing one's own time and the time of others.

Active Learning - Understanding the implications of new information for both current and

future problem-solving and decision-making.

Instructing - Teaching others how to do something.

Service Orientation - Actively looking for ways to help people.

Technologies:

? Windows Operating Systems 7 through to 11, (knowledge of Server OS -

would be an advantage)

? Microsoft Office products, including Work, Excel, Outlook

? General knowledge of MS SQL would be an advantage

? Call Logging systems

The above is not an exhaustive list of duties and you will be expected to perform different

tasks as necessitated by your changing role within the organisation and the overall business

objectives of the organisation.

Job type: Permanent

Job status: Full Time

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client's product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients' customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide resolution for all requests.
• Efficiently and accurately escalate customer issues and requests following established guidelines; route non-content requests efficiently and accurately.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Perform additional tasks as needed to meet the needs of the team and department, and to support the client's business needs.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications And Prerequisites

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills to include listening and Q&A.
• Excellent customer service skills, including a deep understanding that the customer's perception is the customer's reality and the drive to provide superior levels of service.
• Solid understanding of XML, SQL and Microsoft applications and demonstrated analytical and technical requests problem-solving abilities with an additional ability to efficiently learn new tools and techniques, and a demonstrated ability to work effectively within a team within a high-performance work culture.
• Availability for periodic afternoon/night shifts.
• Past technical support or customer support experience working for a software company.
• Bachelor's degree, preferably in computer science, information science, or a related field; lesser degrees must be accompanied by equivalent relevant experience.
• Solid understanding of XML and SQL and Microsoft applications.
• Experience in the STEM publishing industry.
• Experience with Atlassian products (JIRA/Confluence).
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

Application Process

For this role, please refer to the following: -

• Recruiter screening round (telephonic)
• Technical round (virtual)

Job Title: Technical Support Engineer - Application Management

Experience Level: 3-7 Years

Key Responsibilities:

Application Deployment & Management:

• Manage the deployment of applications, including relevant upgrades and patches, across UAT, Production, and Disaster Recovery (DR) environments.
• Oversee the deployment and basic administration of databases.
• Ensure the continuous uptime and availability of applications, proactively identifying and resolving issues with minimal supervision.
• Coordinate with internal infrastructure teams for any machine, OS, firmware, or networking upgrades and patches, ensuring application compatibility and stability.

Technical Support & Troubleshooting:

• Serve as the first point of contact for internal teams regarding application availability and performance issues.
• Troubleshoot and resolve technical problems related to Linux, windows environments where the application is deployed.
• Escalate complex issues to the application vendor and coordinate with them to ensure timely resolution and maintain service level agreements (SLAs).

Security & Compliance:

• Coordinate with internal security teams to conduct Vulnerability Assessment and Penetration Testing (VAPT) and any compliance related evaluations pertaining to the application.
• Communi

VATES is a French software company specializing in Open Source and virtualization, with a strong commitment to open and collaborative development. Our main projects, Xen Orchestra and XCP-ng, cover the entire virtualization stack — from the hypervisor (Xen) and the virtualization platform (XCP-ng) to virtual machine management and backup (Xen Orchestra).

Our team is distributed across several countries and fully embraces remote work, with transparent workflows and accessible communication channels. At VATES , we are driven by a people-first company culture focused on kindness, inclusivity, and a horizontal organizational structure. Every team member is encouraged to share ideas, make decisions, and grow alongside the company.

Our Open Source model is at the core of everything we do — not only in our code, which is available on GitHub and GitLab, but also in our collaborative approach with the community. We believe in the “upstream first” philosophy, and we dedicate our expertise and resources to foundational projects like Xen, while helping contributors of all levels join us on this journey.

As we continue to grow, we are looking for a Technical Support Specialist - Asia

Responsibilities:

• Deliver high-quality technical support: diagnose and resolve issues related to our virtualization solution (hypervisor, API, storage, networking, etc.), manage tickets in the dedic

We Are Hiring – Technical Support Executive | International BPO | Delhi NCR

Hiring for International BPO – Voice / Chat / Blended Process

For more details, call now - 7290911116

Location: Gurgaon

Process: Voice / Chat / Blended (All Campaigns)

Salary: ₹27,000 to ₹35,000 per month

✅ Eligibility:

• Freshers: Graduate mandatory
• Experienced Candidates: Undergraduate with minimum 6 months experience can apply
• Salary depends on experience, qualification, communication skills, and interview performance

Shifts: Rotational Shift

Working Days: As per process requirement

For more details, call now - 7290911116

Role Overview

We are looking for a Support Lead Engineer who can lead technical support operations, handle

L3 escalations, and bridge the gap between customers and engineering.

This role is perfect for someone with strong backend debugging skills (preferably Node.js

exposure) and a problem-solving mindset.

Key Responsibilities

● Lead and manage escalated technical issues (L3 support).

● Debug backend services, APIs, and integrations built in Node.js.

● Analyze logs, traces, and metrics to diagnose issues quickly.

● Coordinate with backend engineers to fix recurring defects and deliver long-term

solutions.

● Improve runbooks, support processes, and response workflows.

● Train and mentor L1/L2 teams and ensure adherence to SLAs.

● Own incident management: triage → escalate → resolve → RCA.

● Collaborate with product teams to relay customer pain points and improve product

reliability.

● Maintain monitoring dashboards, alerts, and support tooling.

What we’re looking for:

● 4 to 7+ years in technical support, production support, or backend engineering.

● Good understanding of Node.js-based systems and REST APIs (ability to read code/logs is

a plus).

● Strong skills in:

Log analysis (ELK/CloudWatch)

SQL queries & database debugging

Linux/command-l

Overview

CACTUS is hiring a Client Services Analyst for their client to provide support to academic and scholarly scientific, technical and medical publishing customers with content hosted on the client’s product delivery platforms. This team member will interface directly with Client customers and will be the face of the company to them, building and maintaining effective, positive, professional partnerships with customers and becoming a trusted advisor to our clients’ customers in troubleshooting their issues. The Client Services Analyst is responsible for customer content problem intake and ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 support, working with technical peers and routing problems efficiently.

This is a remote contractual opportunity for 1 year involving afternoon/night shifts (tentatively 1:30PM - 10:30PM IST & 4:30PM- 1:30 AM IST)

Job Responsibilities

• Provide phone, web, and email support, recording complete information for customer content-related questions and issues while adhering to service-level agreements (SLA's) for response time.
• Develop an excellent working partnership with customers and follow through on customer commitments with courtesy and a sense of ownership.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and pr

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Immediate Joiners Required

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) pr

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Immediate Joiners Required

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) pr

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Immediate Joiners Required

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) pr

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Immediate Joiners Required

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) pr

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Immediate Joiners Required

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) pr

Hi,

We have an urgent opening with below requirement. Pl reply with CV If interested.

Technical Support Specialist

Candidate Requirements

• Good communication skills.
• Strong command over spoken and written English.
• Good analytical and logical thinking skills.
• Ability to understand technical issues and explain solutions clearly to customers.
• Customer‑centric mindset with strong problem‑solving abilities.
• Willingness to work in rotational day shifts.

Job Responsibilities

• Handle inbound customer calls for technical support.
• Understand customer issues related to products/devices and provide accurate technical resolutions.
• Ensure adherence to process guidelines, quality standards, and compliance requirements.
• Maintain customer satisfaction through professional and effective communication.
• Accurately document call details and update customer records in the system.

Shift Details

• Day Shift only/Normal Shift

Salary- 20 K CTC.

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be g

Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be given priority.
• Technical Knowledge: Basic understanding of domains, servers, and internet

Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be given priority.
• Technical Knowledge: Basic understanding of domains, servers, and internet

Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be given priority.
• Technical Knowledge: Basic understanding of domains, servers, and internet

Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be given priority.
• Technical Knowledge: Basic understanding of domains, servers, and internet

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate J

Technical Support Executive

Salary: Up to 33K CTC per month

Location: Mohali, Punjab.

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate J

Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners will be given priority.
• Technical Knowledge: Basic understanding of domains, servers, and internet

Job Title :: L3 Support Engineer (Guidewire)

Location :: Bengaluru (Hybrid, 2-3 days onsite in a week)

Minimum relevant years of experience :: 5+ Years

Top/Must have Skills:

• Insurance domain
• Guidewire
• GOSU Programming
• Integration Gateway / Web Services
• Guidewire Certification

Core Skills:

• Insurance and Guidewire BillingCenter (Billing System) experience.
• BAU experience Guidewire Cloud Experience.
• Guidewire Integration Web Services Experience.
• Leading and Supporting L1.5 and L2 teams.
• APD experience.
• Integration Gateway Experience.
• Guidewire Configuration Experience.
• Development support for L3 tickets which includes bugs, minor enhancements and compliance tickets.
• Guidewire ski updates.
• Release management.
• Experience coordinating with other integration teams.

Primary / Should have:

• Guidewire ACE Certification.
• Data Dog Experience.
• AWS S3 Bucket.
• BitBucket experience.
• TeamCity experience.
• BillingCenter Experience.
• App Event experience.

About Ascendion:

• Ascendion is transforming the future of technology with AI-driven software engineering.
• Our global team accelerates innovation and d

We are looking for a proactive and skilled technical support Engineer

Key Responsibilities

1. Provide technical support for market products.
2. Deliver training for distributors and installers on product usage.
3. Report product faults, escalate major quality issues and work closely with HQ to improve product quality.
4. Maintain technical documentation and daily work reports, following company policy.
5. Handle customer inquiries, product fault diagnosis, product replacement/maintenance, systerm upgrades, and routine visit.

Qualifications

• Degree in Power Electronics, Electrical Engineering, Automation , or related fields preferred.
• Experience in electrical or photovoltaic (PV) industry) service is a plus.
• Strong problem-solving, analytical, and self-learning skills .
• Excellent communication, customer handling, and teamwork abilities .
• Proactive, responsible, goal-oriented, and able to work under pressure.
• Proficient in MS Office and technical documentation .

You can also email the following information directly to tonya.chen@growatt.com： Position, Expected Salary, Earliest Start Date, and Base Location

About Dover:

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Lead Technical Support

Experience : 10 - 15 Years

Location : Bangalore

Lead Technical support Engineer is the final escalation point within the CTS Organization. Technical issues that cannot be resolved by level 2 support & Level 3 staff are escalated to Lead Technical Support Engineer. Lead Technical support Engineer will work on resolving the most difficult and complicated issues. This position works closely with Field Engineering, Project Engineering, Advance Technical Support, Product Management and Software Development.

Roles and Responsibilities:

• Act as escalation point for issues escalated from Level 2 & 3 support staff globally
• Handle cases assi

Note: Candidates with immediate joining will be preferred

About the Company

Softcell is an Apple Business Partner focused on the enterprise / corporate customer base. We are seeking Jamf Pro On-Premise Support Resident Engineers (L1 and L2) to manage, maintain, and support the Jamf Pro on-prem infrastructure and Apple device management environment. The role requires hands-on expertise with Jamf Pro administration, server maintenance, scripting, and coordination with internal IT teams to ensure platform stability and compliance.

Location: Airoli, Mumbai

About the Role

The role requires hands-on expertise with Jamf Pro administration, server maintenance, scripting, and coordination with internal IT teams to ensure platform stability and compliance.

• The role involves supporting a highly regulated BFSI environment governed by RBI guidelines, internal audit requirements, and information security frameworks.
• The Resident Engineer will ensure Jamf infrastructure aligns with regulatory expectations around endpoint security, logging, audit readiness, and change governance.
• The position requires strict adherence to banking-grade operational discipline, documentation standards, and controlled change processes.

Responsibilities

• Provide Level 2 operational support for Jamf Pro on-premise environmen

About Us

We are a leading Enterprise Resource Planning (ERP) and Dealer Management (DMS) software and solutions provider to heavy equipment, agriculture, and construction companies. We aim to be the thought leader in the industries we serve and a trusted IT advisor to all our customers. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our cloud based DMS.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like feeding the world, building homes and critical infrastructure, and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

VitalEdge Technologies is hiring Technical Support Engineers to support our Dealer Management System (DMS). This is a customer-facing, technical support role focused on diagnosing and resolving complex software issues on IBM server environments. You will

upGrad Private Limited -

About Us –

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individual sat scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

Designation – Technical Support Engineer

Work Location – Bangalore

Business Unit – Working Professionals

About the Role -

We’re looking for a Technical Support Engineer who can serve as the first line of defense for diagnosing, solving, and escalating technical issues faced by our customers. You’ll bridge the gap between our product and users, providing high-quality support, debugging technical problems, and ensuring a seamless user experience.

You should be technically curious, customer-obsessed , and capable of solving problems across a broad tech stack.

Key Responsibilities -

● Provide timely and effective technical sup

Technical Support Executive

TP Mohali district, India (On-site)

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Technical Support Executive

Role Overview

Join our team in Mohali as a Technical Support & Sales Executive. We are looking for tech-savvy graduates capable of delivering high-quality support via chat while identifying opportunities to help customers scale their solutions through proactive upselling.

Key Responsibilities

• Chat-Based Support: Resolve technical issues including DNS, cPanel, SSL certificates, and email configurations via live chat.
• Consultative Upselling: Identify customer needs and recommend appropriate upgrades (e.g., VPS, Dedicated servers) or security add-ons to improve performance.
• Problem Resolution: Diagnose and fix technical errors with clear, step-by-step guidance.
• Target Achievement: Meet KPIs for customer satisfaction (CSAT), response times, and monthly sales conversions.

Job Requirements

• Qualification: Any Graduate with a strong interest in technology (Technical degrees preferred).
• Location Preference: Local Tricity candidates (Chandigarh, Mohali, Panchkula) preferred.
• Joining: Immediate Joiners
  

  TP

  

  4 days ago