Online Support Specialist

Job Summary: 

The primary duty of the Online Services Support Specialist is to provide technical support for all Allen Press electronic services (e.g. Pinnacle, BrightCopy, Personify, peer review). Support may be provided to Allen Press customers or to end-users, depending on the service. The Online  Services Support Specialist is also responsible for editing existing websites based on customer input. The Online Services Support Specialist uses troubleshooting, problem solving, and project management skills to setup, launch, and maintain complex online systems for our customers. 

Essential Functions: 

1. Perform job duties and conduct self in accordance with Allen Press, Inc. team values. 

1. Develop a general knowledge of all electronic services supported by the department. 

1. Develop an in-depth knowledge of specific electronic services supported by the department as needed to address customer needs. 

1. Serve as liaison with AP vendors, including: 

1. Opening helpdesk tickets as needed for enhancements, bug fixes, etc. and setting priorities for those tickets. 

1. Consulting production, marketing, and management as needed. 

1. Scheduling and running conference calls and other meetings, as needed. 

1. Documenting meeting notes and action items. 

1. Escalating vendor problems, as needed. 

1. Provide accurate, thorough, timely information to internal and external customers by identifying problems, researching answers, and guiding them through corrective steps. 

1. May include consulting with third-parties, e.g. CrossRef, JSTOR, peer review providers, online publishing hosts, as well as internal resources. 

1. Provide demonstrations of online services to current and prospective customers. 

1. Requires working with Business Development and/or Account Management staff. 

1. Generally demonstrations are given in a webinar format; on rare occasions, may require travel. 

1. Maintain a mindset of quality improvement in terms of efficiency of support processes and customer satisfaction.  

1. Escalate requests to appropriate staff members, when necessary, and keep requestor updated on status. 

1. Perform configuration changes to individual client sites, modifying the functionality. 

1. Provide customer training. 

1. Develop and maintain end-user documentation. 

1. Maintain documentation, including project plans and time-lines; ensure deadlines are met. 

1. Test new software releases. 

1. Provide quality-control review and sign-off on new development or conversion projects. 

1. Handle other administrative tasks as needed and as time allows. 

1. Serve as a team member by:  

1. Working with other AP staff members to ensure that the needs of all clients are being met. 

1. Training new staff members. 

1. Cross-training and assisting others, as necessary. 

1. Attending regular department and team meetings.  

1. Critically assessing and revising existing How To documents and writing How Tos for new tasks.  

1. Participating in on- and off-site training sessions. 

1. Serving on inter- and intra-departmental project teams. 

1. Promote a positive atmosphere and demonstrate a good work ethic. 

Experience/Qualifications: 

1. High school diploma and relevant job experience required; bachelor’s degree preferred.  

1. Knowledge of scientific journals, peer review, or editorial offices preferred. 

1. Knowledge of web publishing standards preferred. 

1. Familiarity with XML preferred. 

1. Experience with plain-text editing programs (e.g. TextPad) preferred. 

1. Basic PC/Windows file management and proficiency with Microsoft Office applications (Excel, Access, Word, Outlook) required. 

1. Ability to operate basic office equipment, including computer, fax, and photocopier required 

1. Background and comfort in troubleshooting a variety of applications on PC and Mac platforms required. 

1. Knowledge of basic graphic design conventions and HTML required. 

1. Ability and willingness to work in excess of 40 hours per week when necessary to meet production needs required. 

1. Ability to communicate in written and verbal form in a clear, professional, grammatically correct, and courteous manner required. 

1. Ability to read and follow written procedures required. 

1. Ability to pay close attention to detail required. 

1. Ability to follow directions and work effectively with superiors and peers in a schedule-driven, team environment required. 

1. Ability to work under pressure, handle multiple tasks simultaneously, manage time, organize workload and special projects, and prioritize deadlines required. 

1. Ability to multi-tasks, problem-solve, and work independently or in a team, applying strong organizational, cooperation, and planning skills required. 

1. Ability and willingness to remain open to change and to learn new skills required. 

1. Commitment to personal and professional growth required. 

Cognitive/Physical Requirements: 

1. Ability to remain stationary, typing, and managing very detailed work for long periods required. 

1. Ability to work “on call” nights and/or weekends for emergencies or scheduled maintenance required. 

1. Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.