ORCID is seeking an experienced and enthusiastic professional for the position
of Member Support Technical Specialist. If you like the flexibility of a remote
organization and the public-service orientation of a non-profit, join us on our
mission to connect research and researchers!
Who We Are
ORCID is a mission-driven, member-supported, community-governed non-profit
organization. Our vision is a world where all who participate in research,
scholarship, and innovation are uniquely identified and connected to their
contributions across disciplines, borders, and time. Every one of ORCID’s
employees is committed to that vision as well.
We believe in and operate by our three main values [read our Dignity at Work
statement]. ORCID strives to be:
Inclusive: We make decisions collaboratively, involving our staff, Board, those
who support our mission, and the researchers and community that are the purpose
of our work. We take a global view.
Trusted: Privacy and researcher control underscores everything we do.
Open: Our work is open, transparent, and non-proprietary.
To Apply: Please visit submit your application through our application portal,
including a resume and cover letter. In your cover letter, please tell us which
superpower you would want, if you could choose, and why.
The Role
ORCID is seeking a Member Support Technical Specialist (MSTS). The Member
Support Technical Specialist will be responsible for supporting technical
aspects of implementation and integration for ORCID members and service
providers. If you like to foster teamwork and genuine collaboration, are
self-motivated, organized, dedicated, and enjoy the mission-driven environment
of a fast-paced maturing non-profit organization, this could be the job for
you.
The position reports to the Engagement Director and will be part of the
Engagement team. The successful candidate will need to take a proactive role in
learning the technical aspects of ORCID’s registry so that they can respond to
support requests, troubleshoot technical issues, and provide technical training
related to ORCID products and services. The MSTS should also have a track
record of providing exceptional technical support, as well as proven experience
supporting a member base.
Responsibilities
Providing first-in-class technical support to ORCID members and service
providers
Increasing the percentage of members who are fully integrated into ORCID systems
Serving as a subject-matter expert regarding ORCID APIs, UIs, integrations, and
all workflow capabilities and services
Providing ORCID technical training to Consortia leads
Liaising with the ORCID technical team for effective handling of complex
technical challenges
Coordinating issues with our partner organizations where needed
Maintaining regular communication with the Public API User Support Group in
order to foster synergy and information sharing
Being proactive in identifying how we can improve our support capabilities,
technical processes, and ways to increase operational efficiencies
Requirements and Qualifications
Minimum of 3-5 years relevant professional experience
English required; strong preference for French or Spanish as an additional
language
Candidates should be based in MDT, CDT, or EDT timezones
Possess a combination of customer support and technical skills, including
ability to communicate technical concepts to both technical and non-technical
audiences in a virtual environment
Basic knowledge of software development practices and basic web technology;
coding, and database experience. Breadth is preferred over depth.
Experience working with web APIs and troubleshooting issues related to APIs
Comfortable working in a team and facilitating cross-team collaboration
Willingness to commit to occasional international travel (<5%).
(International travel is on hold during COVID, but will be part of the role
long-term.)
Nice-to-haves
Experience working with customer service software, preferably Zendesk
Experience supporting communities across a wide range of cultural backgrounds
and with differing levels of training and experience
Industry experience in any of the following ways: familiarity with research and
the scholarly communications community; familiarity with Federated Identity
best-practices and standards (ex: SAML); and/or experience troubleshooting
issues related to research information systems, ideally related to publishers,
funders, associations and research organizations
Our Culture
As a global, 100% remote organization, ORCID is able to find the best and
brightest minds in the industry. Our team includes individuals with broad and
diverse backgrounds who are globally distributed. We are fluent in many
languages, and we all have an innate tech savviness which helps guide our
product development, support, and customer experience.
We recently formed a committee of dedicated team members who meet regularly to
ensure our global diversity, equity, and inclusion needs are being met,
addressed, and amplified. As a fully remote organization, we also have an
active committee dedicated to making our individual remote experiences as
positive and productive as possible.
Although we are geographically diverse, we are a small, cohesive community of
thinkers and doers committed to excellence and to each other.
We provide:
A family-friendly, flexible working environment, including:
Flexible work hours and the ability to work fully from home (when not
travelling)
A committed and awesome team serving a community-driven organization
Competitive compensation & benefits, plus an ORCID-wide closure (day off)
the first Friday of each month
A continuous learning environment with opportunities for training &
professional development
Tools to support our virtual office environment, including a budget to choose
your preferred laptop and a remote working stipend.
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