At a Glance
- Tasks: Support JAMS users, manage queries, and enhance user experience on our platform.
- Company: Join MDPI, a leader in open access publishing since 1996.
- Benefits: Full-time role in Manchester with a vibrant office atmosphere.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Be part of a mission to make research accessible and impactful.
- Qualifications: Bachelor's degree; editorial or publishing experience is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the JAMS Customer Success Specialist role at MDPI Romania. A pioneer in scholarly open access publishing, MDPI has supported academic communities since 1996. Our mission is to foster open scientific exchange in all forms across all disciplines. We operate more than 400 diverse, peer-reviewed, open access journals supported by over 35,500 academic editors. We serve scholars worldwide to ensure the latest research is openly and broadly available.
We are seeking a Customer Service Specialist to join our IT department in MDPI Manchester office. The main objective of the CSS is to provide a frictionless, enjoyable user experience on the JAMS platform. Additionally, the CSS helps convert leads into actual users, bolstering production adoption and strengthening backend operations by making them more efficient. JAMS simplifies academic publishing by integrating all key journal management tasks into a single, intuitive platform. Authors submit manuscripts directly, ensuring complete and accurate submissions. Editors manage workflows from a centralized dashboard, assign reviewers, and make decisions with full visibility, supported by automated notifications.
Location: Manchester. This is a full-time in-office role. The office is located next to Piccadilly Gardens.
Main tasks and responsibilities:
- Manage support requests from JAMS users, providing first-level support and escalating bugs or complex issues to the technical team.
- Assist JAMS customers with system configuration and answer queries on how to best use the JAMS application.
- Write knowledge-based articles, release notes and other product documentation to help users understand JAMS and navigate changes.
- Liaise with the Engineering team by filing Jira tickets for bugs or simple changes and assisting the QA team in testing and validating new features.
Additional responsibilities:
- Handle lead queries about the product, pricing, and demo requests.
- Arrange product demonstrations for prospects.
- Maintain lead contact data in the CRM system (HubSpot).
- Prepare quarterly invoices for JAMS customers and forward them to the Billing team.
- Onboard new users through targeted emails and in-app notifications.
- Track files and issues related to production services for JAMS customers.
Skills and Qualifications:
- Bachelor's degree in any subject.
- Editorial experience (desired).
- Experience in publishing (desired).
- Knowledge of Microsoft Office 365.
- Flexibility and ability to multitask.
If you wish to apply, please use the link below. We thank you for your interest in MDPI!
JAMS Customer Success Specialist in Manchester employer: MDPI Romania
MDPI Romania is an excellent employer, offering a dynamic work environment in the heart of Manchester, just steps away from Piccadilly Gardens. With a focus on employee well-being, we provide flexible working arrangements, a health cash plan, and bonus incentives, fostering a vibrant office culture that encourages collaboration and innovation. Our commitment to professional growth ensures that you will have ample opportunities to develop your skills and advance your career in scientific communication.
StudySmarter Expert Advice🤫
We think this is how you could land JAMS Customer Success Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MDPI Romania. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MDPI Romania before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace JAMS Customer Success Specialist in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MDPI Romania:Your cover letter is your chance to shine! Tell us why you want to work at MDPI Romania specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MDPI Romania!
How to prepare for a job interview at MDPI Romania
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
