Customer Support Representative

About the role

JoVE is looking for an energetic Customer Support Representative to join its global support team. You will be the first point of contact for customers using JoVE’s video solutions, helping them resolve technical issues and ensuring a smooth experience.

Key responsibilities

• Manage a high volume of incoming support tickets across multiple channels.
• Provide product assistance, answer inquiries, and handle technical requests.
• Tri­age tickets and route them to appropriate internal teams.
• Follow established communication procedures, guidelines, and policies.
• Deliver accurate, complete information using the appropriate tools.
• Build trust with customers through clear and open communication.
• Address complaints, propose solutions, and follow up to confirm resolution.
• Maintain detailed records of interactions and update customer accounts.
• Take initiative to engage customers and improve their experience.
• Perform additional duties as directed by the Team Manager.

Required profile

• Bachelor’s degree completed.
• Minimum 2 years of demonstrable experience in a customer support role.
• Proficiency with ticketing systems such as Zendesk, Jira, or Salesforce.
• Excellent verbal and written communication skills in English.
• Ability to explain technical concepts to both technical and non‑technical audiences.
• Basic understanding of KPIs and metrics.
• Strong attention to detail and ability to work flexible schedules.
• Technical diagnostic and analytical abilities, including basic mechanical skills.

Required skills

• Zendesk
• Jira
• Salesforce

What we offer

• Competitive compensation package.
• Direct impact on accelerating scientific research and education.
• Opportunity to collaborate with global teams in an innovative environment.
• Clear career progression with a strong promotion‑from‑within culture.