Zotero Account Support Specialist

About the role

Digital Scholar is seeking an Account Support Specialist to join its small, mission-driven team. The role spans direct user support, institutional account management, and technical writing.

Zotero is a free, open-source software platform for managing research, used by millions of researchers, scholars, and students around the world. The successful candidate will help sustain a tool that matters to a vibrant global community.

Responsibilities

• User support: Serve as the primary point of contact for individual and institutional customers with account and subscription issues, communicating via email.
• Manage emailed support inquiries, provide answers or direct users to the appropriate support forum, and guide users through Zotero account management tasks.
• Evaluate and process refund requests and payment inquiries.
• Institutional account management: Oversee the end-to-end invoicing process for institutional clients.
• Help institutional customers select the subscription plan that best fits their needs.
• Gather billing information, generate accurate invoices, and update subscription statuses upon payment.
• Periodically flag overdue invoices and follow up with customers as necessary.
• Technical writing: Write, edit, and maintain high-quality help documentation to reduce the need for direct customer support.
• Develop documentation for upcoming feature launches and periodically audit existing guides to ensure they are current and accurate.

Requirements

• Excellent written communication skills, from professional correspondence to technical documentation.
• Strong organizational skills and the ability to manage competing priorities across varied responsibilities.
• Clear, level-headed judgment and a solution-oriented approach to problem-solving.

Key facts

• The role spans user support, institutional account management, and technical writing.
• Zotero is a free, open-source software platform for managing research.
• The role requires excellent written communication and strong organizational skills.