arXiv User Support Specialist

"arXiv is looking for a self-starter with excellent customer service, problem solving, and organizational skills to join our team as a User Support Specialist. Reporting to the Head of Content and User Support, the arXiv user Support Specialist is an important member of the Editorial and User Support Team, providing information and support to arXiv authors, readers, and moderators.

Working in a fast-paced environment alongside a supportive team, the User Support Specialist will respond to routine and emerging questions, as well as screen and escalate complex requests to appropriate team members. This user facing position represents arXiv to our global community of researchers, referring users to relevant policies and workflows and supporting authors, readers, and moderators throughout the arXiv submission process.

While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a psychologically healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others. 

Duties include but are not limited to:

• Responding to user queries related to submissions, accounts, and access.  

• Performing technical and validation checks on submission files and metadata

• Interpreting arXiv submission policy and interacting with subject moderators worldwide as part of content moderation screening

• Processing appeals according to decisions made by the moderators 

• Managing and prioritizing service ticket queues

• Modeling and supporting a culture of diversity, equity, inclusion, and wellbeing and continually seeking to understand how your role, behaviors, and actions impact the success of this culture

• Coordinating with team members on daily service obligations and long-term process improvement projects

• Maintaining and updating documentation and user help pages

• At times the position may supervise one or more student assistants..."