Overleaf Product Specialist
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Job Description
Job Description
Description
What you ll be doing
What you ll bring to the role
We are Digital Science and we are advancing the research ecosystem.
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?
Help shape the future of research writing with Overleaf, part of Digital Science. Together, we believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research.
More about Overleaf
More about Overleaf
Overleaf is the scientific and technical writing platform loved by over 16 million users around the world. It's a LaTeX editor that s easy enough for beginners and powerful enough for TeXperts. Using Overleaf, anyone can write smarter creating complex, beautifully formatted documents with ease. But more than that, it lets them collaborate easily with colleagues, track changes in real-time, write in LaTeX code or a visual editor, and work anywhere, on any device. Over 500,000 people use Overleaf every day, and we host over 100 million user-created projects.
This role is currently only open to candidates based in the UK, Germany, Spain, Romania, or US (Eastern time zone preferred).
This role is currently only open to candidates based in the UK, Germany, Spain, Romania, or US (Eastern time zone preferred).
What you ll be doing
Your responsibilities will include:
- Providing prompt and professional end-user Overleaf email-based support both for our B2C and B2B customers and users;
- Contributing to the maintenance of our internal and user-facing documentation along with other education and training materials;
- Following established processes, and helping to improve them.
- Working closely with our Product and Engineering teams to improve the Overleaf platform;
- Working closely with our Sales, Marketing, Customer Success, and Finance teams to support end-user, institutional, and enterprise customers;
- Gaining familiarity with tools and technologies vital to our users daily work such as LaTeX, reference managers, Git, GitHub, Dropbox, and R;
As part of the Customer Services team at Overleaf, you will be helping to make Overleaf the go-to place for scientific writing.
What you ll bring to the role
- Excellent communication skills for collaborating internally across teams and directly with our customers;
- Written and verbal fluency in English;
- Strong problem solving skills;
- Experience in a customer service or support role for a SaaS platform;
- A willingness and ability to learn new technologies and a talent for explaining technical subjects to others;
- Comfort in working remotely
- Availability in our core hours, 2pm 5pm UK time.
Desired, but not required
- Familiarity with LaTeX and Overleaf, or experience with other markup languages and authoring tools;
- Experience with Front or other customer service management systems;
- Experience with SaaS billing platforms such as Stripe;
- Experience and comfort with remote working;
- Familiarity with academia and academic publishing.
Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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