Member Support Technical Specialist

ORCID (https://orcid.org) is an international non-profit organization working to create a world in which all who participate in research and innovation are uniquely identified and connected to their contributions and affiliations across disciplines, borders, and time. To achieve our vision of a trustworthy identifier-enabled research information infrastructure, we provide individuals a unique persistent identifier while building and sustaining a community of users and adopters. We are committed to openness, diversity, and our core principles of privacy and researcher control.

General overview of the role

The Member Support Technical Specialist will be responsible for supporting technical aspects of implementation and integration for ORCID members and service providers. The Member Support Technical Specialist 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 position will be part of the Engagement team and reports to the Regional Engagement Manager. The successful candidate will 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

Minimum of 3-5 years relevant professional experience
English required; strong preference for one of the following additional languages: Spanish, Portuguese, French, or Russian
Candidates should be based in the European Economic Area (EEA) or in North, Central, or South America
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