Community Support Agent

1 day ago

Remote, India Future Evidence Foundation Full time

**ABOUT US**

Our mission is to dramatically improve lives by changing the way the world creates and uses knowledge.

Covidence is a SaaS platform that enables health & science research teams to rapidly synthesise and uncover actionable insights from existing research in the world. We're a well-funded not-for-profit, and a world leader in our field.

**THE OPPORTUNITY**

Covidence is seeking a technically savvy customer service professional to provide first-line support to our global community of users and to support business growth. Part Time - 20 hours a week - 5 days a week.

What you'll do:

- Respond to user queries, feedback and concerns
- Share user feedback internally
- Support Community Support Managers in updating support resources, e.g. knowledge base, instant replies, chatbot
- Keep up to date with the release of new product features, understand and demonstrate their benefits to users
- Be part of a supportive community of evidence producers

What you need to succeed:

- Excellent oral and written English communication skills
- Exceptional interpersonal skills that enable you to engage and influence people at all levels and from all backgrounds
- Sound knowledge of evidence synthesis and the systematic review process
- Highly proactive and effective at prioritising work based on objectives
- Deep understanding of customer service in a SaaS environment
- Strong track record of customer care
- An additional language (preferred, not essential)

**THE PERKS**
- We work remotely from home
- 4 weeks paid annual leave
- Gifted time off between Christmas and New Years
- Support for parents with 14 weeks paid primary carers leave and 8 weeks paid leave for partners, available after only 6 months tenure
- Access to services & programs to support your wellbeing
- A knowledge allowance and time so you keep learning and developing
- Monthly home allowance to set up and run your home office
- Competitive salaries relevant to your experience and homebase location, reviewed twice yearly.
- Remote team so you can live and work anywhere as long as you can offer a 4-hour workday Monday to Friday: e.g. below as examples only - we are open to various locations:

- noon to 4pm Australian Eastern Standard Time
- 10am to 2pm Singapore time
- 7.30am 11.30am India Standard time
- 11am to 3pm South Korea KST

**How do I apply?**

We'll be back in touch with you promptly. Should we proceed further you can expect 3 interviews with us so we can get to know you and vice versa.

We provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

**Question with Job applicatio**n
- Work rights for your home location
- Salary expectations based on your local hourly rate
- System familiarity with ticketing systems, Google Suite & any other Technologoies

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