ORCID is seeking an experienced and enthusiastic professional for the position
of Member Support Technical Specialist. This role will support our members to
help us scale our maturing operations.
ORCID (https://orcid.org) is an international non-profit organization working
to create a world in which all who participate in research and innovation are
uniquely identified and connected to their contributions and affiliations
across disciplines, borders, and time. To achieve our vision of a trustworthy
identifier-enabled research information infrastructure, we provide individuals
a unique persistent identifier while building and sustaining a community of
users and adopters. We are committed to openness, diversity, and our core
principles of privacy and researcher control.
To Apply: Please submit your application through our Bamboo portal, including a
resume and cover letter. In your cover letter, please tell us the name of your
favorite airport and why.
Job Summary
The Member Support Technical Specialist will be responsible for supporting
technical aspects of implementation and integration for ORCID members and
service providers. The Member Support Technical Specialist will need to take a
proactive role in learning the technical aspects of ORCID’s registry so that
they can respond to support requests, troubleshoot technical issues, and
provide technical training related to ORCID products and services.
The position will be part of the Engagement team and reports to the Regional
Engagement Manager. The successful candidate will have a track record of
providing exceptional technical support, as well as proven experience
supporting a member base.
Responsibilities
Providing first-in-class technical support to ORCID members and service
providers
Increasing the percentage of members who are fully integrated into ORCID systems
Serving as a subject-matter expert regarding ORCID APIs, UIs, integrations, and
all workflow capabilities and services
Providing ORCID technical training to Consortia leads
Liaising with the ORCID technical team for effective handling of complex
technical challenges
Coordinating issues with our partner organizations where needed
Maintaining regular communication with the Public API User Support Group in
order to foster synergy and information sharing
Being proactive in identifying how we can improve our support capabilities,
technical processes, and ways to increase operational efficiencies
Requirements and Qualifications
Minimum of 3-5 years relevant professional experience
English required; strong preference for one of the following additional
languages: Spanish, Portuguese, French, or Russian
Candidates should be based in the European Economic Area (EEA) or in North,
Central, or South America
Possess a combination of customer support and technical skills, including
ability to communicate technical concepts to both technical and non-technical
audiences in a virtual environment
Basic knowledge of software development practices and basic web technology;
coding, and database experience. Breadth is preferred over depth.
Experience working with web APIs and troubleshooting issues related to APIs
Comfortable working in a team and facilitating cross-team collaboration
Willingness to commit to occasional international travel (<5%).
(International travel is on hold during COVID, but will be part of the role
long-term.)
Nice-to-haves
Experience working with customer service software, preferably Zendesk
Experience supporting communities across a wide range of cultural backgrounds
and with differing levels of training and experience
Industry experience in any of the following ways: familiarity with research and
the scholarly communications community; familiarity with Federated Identity
best-practices and standards (ex: SAML); and/or experience troubleshooting
issues related to research information systems, ideally related to publishers,
funders, associations and research organizations
We provide:
A committed and awesome team serving a community-driven organization
Competitive compensation & benefits, plus an ORCID-wide closure the first
Friday of each month
A continuous learning environment with opportunities for training &
professional development
Flexible work hours and tools to support our virtual office environment,
including a budget to choose your preferred laptop
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