Temporary Customer Support Specialist

The overall purpose of this position is to assist the IEEE Peer Review and Author Portal Help Desk teams with triaging support cases between our customers and external vendors across various platforms and applications. This requires reviewing support cases from internal teams and customers, contextualizing these cases to communicate the root cause to the vendor/s, and providing potential solutions or tracking cases through to resolution. The incumbant will need to gain a working knowledge of our various submission and peer review platforms and track cases from authors, reviewerss, and editors through multiple support applications. Key Responsibilities: • Review and triage support cases that come in through Oracle Service Cloud • Escalate cases through Jira and other support applications and correspond with various vendors and stakeholders • Recognize and track trends or ongoing issues for escalation to internal management • Run analytics across the service platforms to understand if key support benchmarks are being met. Qualifications Include • Previous customer service or customer support experience. • Working knowledge of helpdesk platforms such as OSC. Jira experience highly preferred. • Strong communication skills with a focus on clarity and timely information sharing. Ability to translate information to stakeholders at various levels. • Strong follow-up skills and the ability to take ownership of cases. • Experience with Excel or other analytics tools. Qualifications The overall purpose of this position is to assist the IEEE Peer Review and Author Portal Help Desk teams with triaging support cases between our customers and external vendors across various platforms and applications. This requires reviewing support cases from internal teams and customers, contextualizing these cases to communicate the root cause to the vendor/s, and providing potential solutions or tracking cases through to resolution. The incumbant will need to gain a working knowledge of our various submission and peer review platforms and track cases from authors, reviewerss, and editors through multiple support applications. Key Responsibilities: • Review and triage support cases that come in through Oracle Service Cloud • Escalate cases through Jira and other support applications and correspond with various vendors and stakeholders • Recognize and track trends or ongoing issues for escalation to internal management • Run analytics across the service platforms to understand if key support benchmarks are being met. Qualifications Include • Previous customer service or customer support experience. • Working knowledge of helpdesk platforms such as OSC. Jira experience highly preferred. • Strong communication skills with a focus on clarity and timely information sharing. Ability to translate information to stakeholders at various levels. • Strong follow-up skills and the ability to take ownership of cases. • Experience with Excel or other analytics tools. Job Salary: $20-$25/hr Job: Publications Primary Location: United States-New Jersey-Piscataway Schedule: Full-time Job Type: Temporary Job Posting: Jul 11, 2025, 8:05:17 AM Apply tot his job