Author Experience Specialist

**Job Title**:Author Experience Specialist**Job Type**:Permanent, full time**Salary range**:CAD**$54,000 - 64,000 **Reports to**:Author Experience Manager **About JMIR Publications**:JMIR Publications is a rapidly growing open access publisher of peer-reviewed STEM journals, with an emphasis on medicine, health, and technology titles. The ambitious vision of JMIR Publications is to lead the transformation to open science and to contribute to a world where people are empowered by health research and technology to make effective and informed decisions. - Come help us make a real difference in open science_ **Summary**Reporting to the Author Experience Manager, the **Author Experience Specialist** is the first point of contact for our authors and a key player in ensuring a positive and seamless publication journey. This role serves as the administrative and operational backbone of the Author Experience team, supporting frontline author communications, supporting key service requests, and maintaining essential documentation. **Key Responsibilities**:Helpdesk & Inquiry Support** - Handle "Tier 1" inbound author and customer inquiries via Zendesk with a professional, empathetic, and timely approach. - Triage "Tier 2" inquiries to the appropriate internal departments (e.g., Billing, Production, Editorial), ensuring clear handoffs and follow-up to guarantee resolution. - Meet or exceed target response and resolution times, contributing directly to a high level of author satisfaction. - Communicate effectively with authors and other users, providing clear guidance on journal processes, submission requirements, and payment policies. **Process Administration** - Provide process support for key author services by assisting the Author Experience Manager with the intake of Article Processing Fee (APF) waiver requests. - Assist the Author Experience Manager with the coordination of services like Visual Abstracts by gathering information and tracking progress as directed. - Assist the Author Experience Manager in streamlining workflows by identifying bottlenecks and recurring issues from frontline author interactions. - Serve as the department's primary point of contact for urgent inquiries and operational questions during the Author Experience Manager's absence. **Documentation & Reporting** - Compile and prepare monthly reports on Zendesk statistics (e.g., response times, query types), identifying trends for the Author Experience Manager to analyze. - Collaborate with the Author Experience Manager to maintain the author-facing Knowledge Base (KB), drafting new articles and updating existing content to ensure it remains accurate, clear, and helpful. - Assist the Author Experience Manager in developing and delivering training presentations for internal teams, helping to ensure new knowledge and experience developments are understood and integrated into core practices. - Assist in documenting current support processes and policies for internal use, ensuring they are readily available to the team. **Qualifications**:Education**: - Bachelor's degree, ideally in communications, business, or a related field. - A post-graduate certificate in Publishing is an asset. **Experience**: - Experience in a customer-facing role, such as customer service, user support, or client relations. - Experience with a helpdesk platform (e.g., Zendesk) to respond to and track user inquiries is highly desirable. - Experience updating or writing documentation for a Knowledge Base (KB) is considered an asset. - Familiarity with or a demonstrated interest in the scholarly publishing industry is an asset. **Technical Knowledge**: - Familiarity with CRM or helpdesk software (e.g., Zendesk), with a demonstrated ability to learn new platforms quickly. - Comfortable compiling data and preparing reports using spreadsheet software (e.g., Google Sheets). - Proficiency with common office software, including Google Workspace. **Competencies**:Customer Focus -**Is dedicated to meeting the expectations and requirements of internal and external customers, acting with customers in mind at all times. Establishes and maintains effective relationships with customers, gaining their trust and respect. Ensures every inquiry reaches a final and satisfactory resolution, and matches the right solution to each customer’s needs. **Patience -**Is tolerant with people and processes, taking the time to listen and verify before acting. Strives to understand both people and data before making judgments or taking action. **Composure -**Remains calm and professional under pressure, without becoming defensive or irritated when times are tough. Stays balanced and composed when faced with the unexpected and avoids showing frustration when resisted or blocked. **Written Communications -**Communicates clearly and succinctly in writing, adapting to various settings and styles. Consistently delivers messages that have the desired effect and are easy for others to understand. **