Position: Technical Support Specialist

CrossRef is looking for a support specialist to provide front-line technical support to our members and end users.  This is an entry-level position appropriate for a recent graduate or library school student interested in technical aspects of scholarly publishing and information science.

CrossRef is a non-profit membership association and technical platform for scholarly publishing representing publishers of all stripes (commercial, society, university presses, open access, etc.)

CrossRef currently has 14 staff in the US and UK and combines the small atmosphere of a technical startup with the financial stability and strong international presence of a major commercial organization.

Job description:

- Provide level 1 technical support to end users by answering questions or resolving problems (primary role).
- Route level 2 and level 3 technical issues to the other staff as appropriate.
- Monitor, track and respond to tickets created in the support desk support system.
- Communicate with end users via email
- Assist in maintaining help documentation
- Proactively communicate with members about technical and metadata issues
- Assist in development and improvement of CrossRef services when needed

Position requirements:

- A bachelors degree
- Experience in scholarly publishing preferred
- Information science experience strongly preferred
- Experience with or interest in XML, metadata, and web technologies
- Able to understand and troubleshoot technical issues, communicate effectively, and manage multiple priorities

The salary range for this position is $35,000-45,000.  CrossRef provides a competitive benefits package including health, dental, and 401K.

To apply, please send resume and cover letter to jobs@crossref.org.