Customer Support Analyst
American Association for Cancer Research•Philadelphia, PA
•Onsite
About The Position
We're looking for a Support Analyst to join our Enterprise Platform Services team. In this role, you'll be the primary point of contact for members of the myAACR community portal — helping researchers and clinicians navigate their accounts, memberships, event registrations, and more. You'll work across our Salesforce-based systems and partner applications to ensure our community has a seamless, professional experience.
Requirements
- 1–3 years of experience in customer service or technical support
- Professional, clear, and empathetic written and verbal communication skills
- Ability to manage multiple open cases and stay organized under pressure
- A genuine interest in supporting a mission-driven organization
Nice To Haves
- Familiarity with Salesforce or a similar CRM platform is a plus
- Experience with ticketing systems such as Jira or ServiceNow is a plus
Responsibilities
- Manage and resolve incoming support cases through the myAACR portal via support queue and phone
- Triage, route, and track cases in Salesforce — identifying patterns and escalating issues when needed
- Assist with user account administration, permissions, and routine platform maintenance
- Create and maintain support documentation, FAQs, and guides to help members self-serve
- Collaborate with internal teams and third-party vendors to resolve platform issues
- Support our annual AACR Annual Meeting — a flagship event drawing 20,000+ cancer researchers worldwide (one week of extended hours per year, with advance notice)
Benefits
- Opportunity to grow your platform and technical skills
- Collaborative, mission-focused team environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
