Author Experience Specialist

2 weeks ago

Queens Quay East Unit Toronto Ontario Canada MA P JMIR Publications Full time
Job Title: Author Experience Specialist Job Type: Permanent, full time Salary range: CAD $54, ,000  Reports to: Author Experience Manager
About JMIR Publications:
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.
Peer Relationships - Quickly finds common ground with others and works collaboratively to solve problems for the good of all. Represents their own interests while remaining fair to other groups. Is seen as a cooperative team player who contributes positively to group dynamics.
Organizing - Effectively marshals resources to get things done, using them efficiently and strategically. Keeps information and files well-arranged and easily accessible to support productivity.
Technical Learning - Quickly picks up new technical skills and knowledge. Is adept at learning new industry, company, product, or technical information, such as helpdesk software, and applies this learning effectively in their role.
What We Offer; We offer competitive compensation, including a comprehensive, flexible benefits program that includes Extended Health and Dental Coverage, and Life insurance. Furthermore, all monthly benefit  premiums are 100% paid by JMIR. 
We are in a beautiful new office space near the harbourfront, with free snacks and beverages, and organize social events as a company such as BBQs.
Application Process: Interested candidates should submit the following documents:
1. A current CV and/or resume 2. A cover letter describing why you are a match for this position.
JMIR Publications is an equal opportunity employer. We are committed to a diverse workforce and maintaining a learning and working environment that is welcoming to all.
We wish to thank all those who apply, however, only those individuals whose skills and experience most closely match our requirements will be contacted by a member of our team.  All interviews will be held via video conference.
Application Privacy Commitment; By submitting your application to JMIR Publications, you acknowledge and agree to the following:
The personal information and resume you provide will be collected and used solely for the purposes of assessing your candidacy for the position applied for, as well as for any other suitable roles within JMIR Publications that may arise. We are committed to safeguarding your personal information in accordance with applicable privacy laws and company policies.
Your information will be handled with strict confidentiality and will only be shared with those directly involved in the recruitment and hiring process. JMIR Publications will not disclose, share, or sell your personal data to any third parties without your explicit consent.
If your application is not successful, JMIR Publications may retain your information for up to 3 years for future opportunities, unless you request its removal.
By applying, you consent to this collection, use, and retention of your personal data as outlined above.

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