Client Services Analyst

PLANet Systems Group® has successfully partnered with leading companies and societies in the scholarly publishing world for over two decades. Adapting to the industry demands, we focus on three major fields: custom development and implementation of our web-based applications, creating innovative solutions and providing specialized services.

We have established a European Scholarly hub in Novi Sad, Serbia with 200+ professionals embodying our core values of quality, tolerance and friendship. 

Interested in joining our journey?

We are looking for a Client Services Analyst.

Job description:

The Client Services Team Member provides support to academic and scholarly scientific, technical, and medical (STM) publishing customers with content hosted on selected product delivery platforms. This team member will interface directly with customers and will be the face of the company to them, building and maintaining effective, positive, professional relationships with customers and becoming a trusted advisor to our clients in troubleshooting their issues. They are responsible for customer content problem intake, ensuring tickets and issues are fully documented. This team member will replicate customer problems and perform Tier 1/Tier 2 root cause analysis, working with technical peers and escalating and routing problems efficiently.

Requirements:

• Excellent English language and communication skills (written and spoken - native or near native level fluency preferred)
• Excellent customer service skills; a deep understanding that the customer’s perception is the customer’s reality and the drive to provide excellent customer service
• Quick learner, can grasp product capabilities and understand user experience
• Commitment, a strong work ethic, persistence and dedication in performing tasks
• Demonstrated ability to efficiently learn new tools and techniques
• University degree not mandatory (Technical education background experience would be considered as an advantage)
• Previous work experience is not obligatory (Past technical support or customer support experience working for a software company would be considered as an advantage)

Assets:

• Proactive problem-solver
• Curious and engaged
• A fast learner who can effectively apply new technologies and concepts
• Understanding/Knowledge of HTML, CSS, XML, XSLT, SQL and Microsoft applications
• Experience with Atlassian products (Jira and/or Confluence)
• An ability to work independently and as part of a team
• Collegial and team-oriented
• Outstanding time management skills
• Ability to work under pressure to meet deadlines
• Ability to work flexible hours, including 15:00 – 23:00h

Why work with us?

• Be a part of a welcoming and diverse family of 200+ closely connected professionals
• You will be supported by an experienced team lead providing constant guidance throughout your PSG experience
• Relaxed atmosphere in our cozy office spaces
• Company culture built on tolerance, respect and knowledge sharing

What do we offer?

• Benefit of working remotely following the completion of the training period
• Private health insurance
• Rich and diverse social calendar
• In-house team and individual coaching
• On-hand legal consultant
• Common spaces well stocked with beverages

Only shortlisted candidates will be contacted.
Please send your CV and Cover Letter in English.