Customer Support Specialist

Computercraft is seeking a Customer Support Specialist to support the National Center for Biotechnology Information (NCBI) at the National Institutes of Health (NIH).

Requirements

• Provide email support to researchers, principal investigators, administrators, and other stakeholders using SciENcv and related NCBI systems.
• Triage and resolve a high volume of user inquiries, ensuring timely and accurate responses.
• Troubleshoot user account, profile, and submission-related issues and collaborate with internal and external teams to resolve technical problems efficiently.
• Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions.
• Assist with writing test scripts and conducting functional testing of new features.
• Support reporting efforts to track customer service trends and identify areas for process improvement.
• Contribute to the development or refinement of user-facing guidance or educational materials (e.g., template, FAQs, tutorials).
• Handle other duties as assigned.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• 401(k) plan with matching
• Paid leave starting at 128 hours/year for the first 3 years of employment
• 11 paid holidays