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A free, open-source software platform for managing research, Zotero is used by millions of researchers, scholars, and students around the world. The successful candidate will play a meaningful part ...

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Zotero Account Support Specialist (On-Site -- Falls Church, VA)

On-site

Zotero
11 - 50 employees
Learn more about Zoteroexternal

Other

Medical, Retirement

Posted 11 days ago

Key responsibilities

  • Serve as the primary point of contact for individual and institutional customers for account and subscription issues, communicating via email.

  • Oversee the end-to-end invoicing process for institutional clients and assist in selecting subscription plans.

  • Write, edit, and maintain high-quality help documentation and develop new documentation for upcoming feature launches.

Job description

We’re committed to providing an equal employment opportunity and a work environment free from any discrimination on the basis of race, color, religion, national origin, sex, disability, veteran status, sexual orientation, gender identity, age, marital status, or pregnancy status.

Zotero is seeking an Account Support Specialist to join our small, mission-driven team. The Account Support Specialist role is cross-functional, spanning direct user support, institutional account management, and technical writing. A free, open-source software platform for managing research, Zotero is used by millions of researchers, scholars, and students around the world. The successful candidate will play a meaningful part in sustaining a tool that matters to a vibrant global community.

Responsibilities

The Zotero Account Support Specialist will hold the following responsibilities:

  • User Support
    • Serve as the primary point of contact for individual and institutional customers for account and subscription issues, communicating via email.
    • Manage emailed support inquiries, providing answers or directing users to the appropriate support forum.
    • Guide users through Zotero account management tasks.
    • Evaluate and process refund requests and payment inquiries.
  • Institutional Account Management
    • Oversee the end-to-end invoicing process for institutional clients.
    • Act as a consultant to help institutional customers select the subscription plan that best fits their needs.
    • Gather necessary billing information, generate accurate invoices, and update subscription statuses upon payment.
    • Periodically flag overdue invoices and follow up as necessary with customers.
  • Technical Writing
    • Write, edit, and maintain high-quality help documentation to reduce the need for direct customer support.
    • Develop new documentation for upcoming feature launches to ensure a smooth user rollout.
    • Periodically audit existing guides to ensure they are current and accurate.
What We’re Looking For

The ideal candidate for this position will have:

  • Excellent written communication skills, from professional correspondence to technical documentation
  • Strong organizational skills and the ability to manage competing priorities across varied responsibilities
  • Clear, level-headed judgment and a solution-oriented approach to problem-solving, including discretion working with data related to customers and billing
  • A history of successful collaboration with small teams
  • Intermediate to advanced proficiency in office productivity tools like Google Workspace or Microsoft Office
  • A background or genuine interest in the humanities, technology, scholarly communications, or cultural heritage
Hours, location, and compensation

This is a full-time position, with overlap hours between 10 a.m. and 4 p.m. The candidate will need to be onsite at the Digital Scholar offices in Falls Church, VA at least three days a week. Compensation will range from $50,000 - $70,000, based on the candidate’s experience. The position also includes a competitive and comprehensive benefits package with healthcare and retirement.

About Digital Scholar

Committed to the responsible stewardship of critical open-source infrastructure for the digital humanities, we founded Digital Scholar in 2009 to develop and operate the business models for Omeka and Zotero. Having secured their long-term sustainability and independence, we have since helped launch and sustain a growing family of software projects, including Tropy, PressForward, and Sourcery. We are a global, distributed team with a headquarters in Falls Church, Virginia.

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