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 from around the world to ensure the latest research is openly and broadly available.
We are seeking a Customer Service Specialist to join our IT department in our MDPI Manchester office. The main objective of the CSS is to provide a frictionless, enjoyable experience to users on the JAMS platform. Additionally, the CSS helps with converting leads into actual users, bolstering production adoption and strengthening our 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 in Manchester.
Main tasks and responsibilities
* Manage support requests from JAMS users, solving issues as 1st‑level support layer and escalating bugs or complex issues to the technical team.
* Assist JAMS customers with system configuration, replying to their queries on how to best use the JAMS application to achieve the outcome they are seeking.
* Write knowledge‑based articles, release notes and other product documentation helping out users to better understand JAMS and navigate the changes we release on the application from time to time.
* Liaise with the Engineering team by filing Jira tickets for bugs or simple changes as well as helping the QA team test and validate the new features.
Additional Responsibilities
* Taking care of lead queries about the product, the pricing and demo requests.
* Arrange product demonstrations to show how JAMS work to prospects.
* Maintain lead contact data on the CRM system (HubSpot).
* Preparation of quarterly invoices for JAMS customers and pass them on to the Billing team.
* Onboarding of new users on the application through targeted emails and in‑app notifications.
* Tracking of files and issues regarding the production services to JAMS customers.
Skills and Qualifications
* A Bachelor's degree in any subject
* Editorial experience (desired)
* Experience in publishing (desired)
* IT literacy (desired)
* Knowledge of Microsoft Office365
* Good attention to detail
* Flexibility and the ability to multitask
If you wish to apply, please use the link below. We thank you for your interest in MDPI!
#J-18808-Ljbffr