Customer Service Adviser jobs in United States

• Vacancy for Digital Preservation Specialist, Customer Success at Artefactual

12 December 2022

Remote

$70,000 - $85,000 CAD

Full-Time

The purpose of this position is to foster long term partnerships by helping Artefactual customers articulate and achieve their stated digital preservation and related goals. This position is primarily responsible for fulfilling the obligations of the Management Service, which is offered in conjunction with an SLA for a client-controlled (usually on-premise) environment. The Digital Preservation Specialist may also be responsible for providing custom SLA support and / or support to other teams as the need arises. However, the primary focus is on delivering value to enterprise-level customers within the limits of the associated services they have purchased.

Duty 1

Responsible for proactively managing customer problems

Identify customer issues and express them as problems

Using digital preservation and other tools, analyse a problem to determine the cause

Weigh the alternatives to determine the best solution to the problem

Duty 2

Responsible for helping customers achieve their goals

Facilitate discussion of goals or priorities for an upcoming quarter

Help to identify tasks and associated outcomes, deliverables, and timescales in service of stated goals or priorities

Gather metrics on system performance, throughput, issues

Organize and run quarterly meetings

Prepare quarterly reports for dissemination and discussion

Duty 3

Monitor outstanding, ongoing, or recurring incidents

Analyse incidents for trends or patterns that can be identified as problems

Gather feedback from stakeholders to suggest solutions

Liaise with other specialists to identify wider patterns

Provide feedback to the appropriate team to improve the product

Must have

A curious mindset

Ability to analyse issues or problems in a technical environment

Digital preservation / archival domain knowledge

Excellent communication skills, including writing & making presentations

Experience leading / facilitating (remote/online) meetings and workshops

At least 4 hours overlap with 8am-4pm Pacific Standard Time

Must be legally able to work in Canada

Nice to have

Experience with problem management and change management processes in an IT
domain

Experience in problem solving in a software-related domain

Experience working with monitoring systems

Experience with Linux

Experience working as a digital archivist or digital preservationist

Experience participating in an open source project or community