Customer Care Advisor

Overview

CACTUS Communications is seeking a Customer Care Advisor to support academic and scholarly publishing clients using the Scholar One platform. In this role, you will act as the primary interface between customers and the organization, ensuring a seamless support experience through effective issue resolution and communication. You will be responsible for handling customer queries, troubleshooting platform-related issues, and maintaining accurate documentation while delivering high-quality service.

This is a remote contractual role (1-year duration) requiring availability for afternoon and night shifts (IST).

Key Responsibilities

1. Serve as the first point of contact for customers via phone, email, chat, and support systems
2. Understand and diagnose customer issues by gathering relevant information and analyzing problems effectively
3. Deliver prompt and professional support by leveraging strong product knowledge and customer service skills
4. Escalate complex or unresolved issues to senior teams and ensure timely follow-ups
5. Identify at-risk customers and proactively notify internal stakeholders
6. Maintain accurate and detailed records of all customer interactions and support requests
7. Replicate issues where necessary to enable effective troubleshooting and resolution
8. Collaborate with technical teams to ensure efficient ticket handling and resolution

AI & Digital Support Responsibilities

1. Develop working knowledge of AI tools used in academic publishing support
2. Apply basic prompt engineering techniques to improve response quality and efficiency
3. Use AI tools responsibly while ensuring compliance with data protection and client policies
4. Combine AI-generated insights with human judgment to maintain service accuracy and professionalism
5. Utilize knowledge base systems and AI-assisted tools to quickly identify solutions
6. Draft consistent and high-quality responses using predefined templates and AI assistance

Requirements

1. Bachelor’s degree (preferably in Computer Science, Information Science, or a related field) or equivalent practical experience
2. Excellent written and spoken English communication skills with a strong customer-centric approach
3. Proven ability to troubleshoot issues and quickly adapt to new tools and technologies
4. Prior experience in technical or customer support, preferably in a software environment
5. Ability to work collaboratively in a global, high-performance, remote team setup
6. Strong analytical thinking and attention to detail

Preferred Qualifications

1. Familiarity with Scholar One or similar publishing platforms
2. Exposure to the STEM publishing or academic research industry
3. Experience working with CRM tools such as Salesforce

Work Environment & Expectations

1. Fully remote, contract-based role (1 year)
2. Requires flexibility to work in rotating afternoon/night shifts
3. High ownership and accountability with minimal supervision
4. Ability to manage time effectively and work independently
5. Strong documentation and communication practices across distributed teams
6. Comfortable collaborating across time zones using asynchronous and real-time tools

Hiring Process

The selection process typically includes:

1. Initial screening by a recruiter
2. One interview round

Candidates must meet eligibility criteria and have legal authorization to work in the applicable location.

Diversity & Inclusion

CACTUS is committed to fostering an inclusive workplace and follows equal opportunity hiring practices. All qualified applicants are considered without regard to background or personal characteristics.