Enterprise Customer Support Representative

A company is looking for an Enterprise Customer Support Specialist.

Key Responsibilities

Serve as the primary point of contact for enterprise customers' technical inquiries, providing timely and accurate support

Collaborate with cross-functional teams to ensure smooth onboarding and address escalated issues

Contribute to the knowledge base and communicate product updates and best practices to customers

Required Qualifications

3-5 years' experience in Enterprise or B2B SaaS Customer Support or similar customer-facing role

Proficiency with CRM and help desk systems (e.g., Front, Freshdesk, Zendesk)

Analytical mindset with the ability to replicate, diagnose, and document technical issues

A proactive, problem-solving attitude and calm demeanor under pressure

Familiarity with academic publishing or research technology is a plus