Customer Support Agent

Job Description

Position Summary:

As a Customer Support Agent at Research Solutions, you will take part in our customer care activities by providing detailed product information, resolving complex inquiries, and ensuring a seamless experience for our clients through proactive problem-solving. An ideal candidate will have experience in a customer support role, preferably in a SaaS or academic environment. You should be comfortable in technical and fast-paced environments and possess the ability to adapt as our product portfolio and customer base continue to grow.

This is a full-time remote position based in Mexico, reporting directly to the Customer Support Manager.

POSITION QUALIFICATIONS:

-University Degree in Science (Biotechnology, Chemistry, Biology, Health Sciences) or wide experience in Customer Service in English (including phone calls)

- Fluent in English both written and spoken (Customer Service Agents will participate in meetings with our international staff as well as take calls from customers in the US and Europe)

- Experience with Zendesk preferred

- Able to work independently and in remote teams

- Work schedule: Monday through Friday, 12:00 PM – 9:00 PM CST.

About Research Solutions

Research Solutions, Inc. (NASDAQ: RSSS) provides cloud-based technologies to streamline the process of accessing, managing, and creating intellectual property. Since its founding, the company has been a pioneer in developing solutions to serve researchers. Today, more than 70 percent of the top pharmaceutical companies, prestigious universities, and emerging businesses rely on our family of products, powered by AI and NLP technologies, to support the innovation process from end to end with the most comprehensive information and knowledge tools on the market. For more information and details, please visit www.researchsolutions.com.

Experience in customer support (SaaS/academic preferred), university degree in science or equivalent experience, fluent English (written & spoken), Zendesk experience preferred, able to work independently in remote teams, 12:00–21:00 CST schedule.

Key Responsibilities

• resolving inquiries
• providing information
• ensuring satisfaction

Skills & Tools

Zendesk

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Mexico
• Languages: English

About Research Solutions

Provides cloud-based technologies to streamline access, management, and creation of intellectual property for researchers. — Industry: Information Technology