To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health. Join the AMA team that is dedicated to the betterment of public health as a Technical Support Specialist in Periodical Publishing - Publishing Operations. As part of the team, you will provide ongoing technical support for AMA’s global users of the JAMA Network (JN), AMA’s online content for JAMA and the Specialty journals, as well as other Publishing online products and services. Under moderate supervision, perform Level 1 and Level 2 technical support based on incoming inquiries through phone, email and fax. Primary liaison with Sales team to resolve access issues for key customer base. Provide back-up support for fulfillment assistants during peak season.
Other Responsibilities will include:
Manage daily inbound inquiries received through email and/or fax for all electronic subscription sales and prospects. Review, research, and respond to inquires in an effort to identify the source of the issue and take necessary action to resolve while maintaining business response standards. Accurately document all inquiries and resolutions within designated Fulfillment/CRM system(s) critical to tracking/reporting of incidents allowing for trend analysis, product enhancements and improved communication with our user audience.
Create, update and utilize approved standard email template response communications associated with first and second level support for incoming technical inquiries. Recognize need for non-standard response and manage accordingly. Respond to all inquiries within one business day of receipt with an acknowledgement and/or resolution. Escalate advanced technical queries to appropriate staff within organization or external partner and follow through with final resolution to customer within acceptable time frame based on nature of query.
Working with the Fulfillment Manager, provide assistance to USC and other sales/customer support entities on interpretation of electronic product customer information held within the fulfillment system.
Provides User Acceptance Testing for sprint releases, bug fixes, system enhancements and upgrades.
Bachelor’s degree required or equivalent publishing/technical experience.
A minimum of three year’s experience in circulation processing/fulfillment, preferably within a Scientific-Technical-Medical publisher with a global circulation audience. Experience in a multi-journal fulfillment environment with an emphasis on electronic products and services. A minimum of five year’s experience in first and second level technical support, preferably with electronic subscription products, with a proven record of exemplary customer service skills. Knowledge of various hosting platforms, mobile and tablet applications a must.
Must be detail oriented with excellent analytical and troubleshooting skills. Must be proficient in Excel, Access, and MS Word. Experience with circulation fulfillment systems, and experience or ability to gain an in-depth knowledge and understanding of the Advantage Fulfillment System which is critical in identifying entitlements and access control is greatly desired.
Ability to communicate effectively (both verbally and in writing) across various levels within the organization and to external customers, with the ability to interpret inquiries and respond at a level suitable to the audience. Exemplary interpersonal skills with the ability to work effectively within cross functional teams.
Ability to work effectively in a fast paced and ever-changing environment, adjusting priorities and handling multiple tasks and deadlines.
The AMA offers competitive salaries, including an incentive plan; excellent benefits and progressive technology. Our office is a business casual environment and we respect work-life balance. Please apply at https://ama-assn.csod.com/ats/careersite/jobdetails.aspx?site=2&c=ama-assn&id=709&source=NPO. The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.
We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, sexual orientation, gender identity and veteran or disability status.
THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION