Senior Customer Support

3 days ago

Remote, Australia Holtzbrinck Publishing Group Full time $90,000 - $120,000 per year

Digital Science

We are Digital Science and we are advancing the research ecosystem.

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Do you want to join us in achieving our vision?

Australia, Remote

Kundenservice und Auslieferung

Berufserfahrene

What you'll be doing

  • Respond to support queries related to Dimensions, Altmetric, and integrations, ensuring accurate, helpful, and timely resolutions.
  • Triage incoming requests, escalate issues when appropriate, and follow through to closure.
  • Collaborate with product, development, and commercial teams to investigate bugs, clarify expected behavior, and advocate for customer needs.
  • Serve as a subject matter expert on Dimensions and Altmetric features, data, and workflows—supporting both internal teams and customers.
  • Join customer or prospect calls to deliver product demonstrations, onboarding walkthroughs, or workflow-focused presentations when needed.
  • Maintain and improve user-facing support resources, including FAQs, product guides, and setup documentation.
  • Stay current on product updates to ensure accurate, relevant support and demo delivery.
  • Partner with Customer Engagement and Solutions teams to support onboarding handoffs and track adoption blockers.
  • Identify and propose improvements to support workflows, onboarding processes, and product documentation.

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