Customer Support Specialist
About The Position
Computercraft is seeking a Customer Support Specialist to support the National Center for Biotechnology Information (NCBI) at the National Institutes of Health (NIH). NCBI is part of the National Library of Medicine (NLM) at NIH. NCBI uses the web to advance science and health by providing free access to biomedical and genomic information. As a result, it has one of the top 400 most visited sites in the world. This role will provide assistance to respond to increased user support volume related to evolving NIH requirements. The Technical Information Specialist will provide support and user education for NCBI’s customer engagement systems, including SciENcv. Candidates must be eligible to obtain a Public Trust clearance.
Requirements
- Bachelor’s degree
- Two years’ experience in a customer service environment
- Experience searching in technical or scientific databases
- Proven ability to work effectively in team environments
- Excellent written and verbal communication skills with ability to convey technical and non-technical information clearly to diverse stakeholders
- Strong analytical and problem-solving skills
- Proficiency with basic computer applications
- Adaptability and flexibility in a high-volume, dynamic work environment
- Initiative and attention to detail
Nice To Haves
- Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics
- Exposure to research funding workflows, grant applications, or academic/research administration environments
Responsibilities
- Provide email support to researchers, principal investigators, administrators, and other stakeholders using SciENcv and related NCBI systems.
- Triage and resolve a high volume of user inquiries, ensuring timely and accurate responses.
- Troubleshoot user account, profile, and submission-related issues and collaborate with internal and external teams to resolve technical problems efficiently.
- Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions.
- Assist with writing test scripts and conducting functional testing of new features.
- Support reporting efforts to track customer service trends and identify areas for process improvement.
- Contribute to the development or refinement of user-facing guidance or educational materials (e.g., template, FAQs, tutorials).
- Handle other duties as assigned.
Benefits
- health, dental, vision, and disability and life insurance
- a 401(k) plan with matching
- paid leave starting at 128 hours/year for the first 3 years of employment
- 11 paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
