arXiv User Support Specialist, Cornell Tech (NYC)

arXiv User Support Specialist, Cornell Tech (NYC) arXiv User Support Specialist, Cornell Tech (NYC) Apply remote type Hybrid locations New York City (Cornell Tech) time type Full time posted on Posted 21 Days Ago job requisition id WDR-00050914 About Cornell Tech Cornell Tech is the graduate campus of Cornell University that brings together faculty, students, business leaders and tech entrepreneurs in a catalytic environment to reinvent the way we live in the digital age. A hallmark of Cornell Tech is a rapid pace of change and growth, which serve as opportunities to pursue excellence and improvement, not merely scale. We iterate to learn quickly from our activities and to improve our programs and ways of working. We further expect our organizational structure to continue to change, given the pace of our activities and programs and our iterative learning process. We see Cornell Tech serving as a model organization for our students, demonstrating the operations of a highly effective, dynamic, information-age organization. About arXiv arXiv.org is an international open access research-sharing platform for scholarly articles based at Cornell Tech. The e-print repository receives 25,000+ papers per month in eight major subject areas. arXiv provides an article submission portal, a TeX compilation service, search and discovery tools, web distribution for human readers, API access, machine readable data sets, and community-developed tools. Our emphasis on openness, collaboration, and scholarship provides the strong foundation on which arXiv thrives. Transparency, open mindedness, collaboration, flexibility, caring, and fairness are key values we bring to our work in service to the community of global researchers. Submissions are curated by our strong community of volunteer moderators, subject matter experts in the disciplines covered by arXiv, who balance content quality with distribution speed. Our small Editorial and User Support Team works alongside those 200+ volunteers evaluating manuscripts to ensure papers meet the editorial and scholarly standards of arXiv. Position Summary arXiv is looking for a self-starter with excellent customer service, problem solving, and organizational skills to join our team as a User Support Specialist. Reporting to the Head of Content and User Support, the arXiv User Support Specialist is an important member of the Editorial and User Support Team, providing information and support to arXiv authors, readers, and moderators. Working in a fast-paced environment alongside a supportive team, the User Support Specialist will respond to routine and emerging questions, as well as screen and escalate complex requests to appropriate team members. This user-facing position represents arXiv to our global community of researchers, referring users to relevant policies and workflows and supporting authors, readers, and moderators throughout the arXiv submission process. While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a psychologically healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others. Duties include but are not limited to: Responding to user queries related to submissions, accounts, and access. Performing technical and validation checks on submission files and metadata. Interpreting arXiv submission policy and interacting with subject moderators worldwide as part of content moderation screening. Processing appeals according to decisions made by the moderators. Managing and prioritizing service ticket queues. Modeling and supporting a culture of diversity, equity, inclusion, and wellbeing and continually seeking to understand how your role, behaviors, and actions impact the success of this culture. Coordinating with team members on daily service obligations and long-term process improvement projects. Maintaining and updating documentation and user help pages. At times the position may supervise one or more student assistants. Successful candidates will need to have and display the following competencies as part of this role: Manages Ambiguity - Operating effectively, even when things are not certain or the way forward is not clear. Customer Focus - Building strong customer relationships and delivering customer-centric solutions. Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement. Resourcefulness - Securing and deploying resources effectively and efficiently. This is a full-time, benefits-eligible 3-year term position with the possibility of renewal. The primary work location is the Cornell Tech campus on Roosevelt Island in New York City. Currently, Tech staff work a hybrid schedule with 3 days a week on campus. Flexible work arrangements are subject to change. Visa sponsorship is not available. Starting salary range: $68,500-$77,500 Essential Functions Include Service desk user support- 85% Respond to questions from moderators, members, authors, readers. Escalate and assign support requests to appropriate arXiv team members. Moderation support- 10% Use arXiv tools to ensure metadata and full text requirements are met. Respond to moderator requests for changes to article submissions. Communicate to authors regarding the status of their article submission. Facilitate author appeals process. Other position-related responsibilities - 5% Participate in projects or other duties as assigned with occasional work responsibility falling above or below current classification. Completion of any university required compliance trainings. Required Qualifications Bachelor's degree or other formal training program of four years or equivalent. Two or more years of professional related experience, such as customer support, or publishing. Excellent oral and written communication skills. Self-motivated with proven independent decision-making abilities and sound judgement. Record of exceptional customer service. Ability to collaborate with others, while contributing to a high-quality and respectful work environment. Must be able to adapt to change and to shift direction/tasks quickly. Must take initiative and have the ability to work independently, display original thinking and creativity; and meet challenges with resourcefulness. Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing. Able to work effectively in a changing and deadline-driven environment with conflicting demands. Detail oriented with excellent record-keeping, organizational, and documentation skills. Flexible schedule required as arXiv staff must share coverage of repository administration over holidays, in exchange for compensatory leave time. Ability to serve as an advocate for individuals of all ethnicities, genders, ages, and backgrounds. Preferred Qualifications (if applicable) Degree in a physical science, library/information science, engineering, computer science, or mathematics desirable. Experience with end-user technical support (such as help desk). Experience with writing technical documentation. Understands the role and impact of preprints and e-print servers. Culture of Inclusion and Community Standards As a university founded to be a place where "...any person can find instruction in any study," diversity and inclusion are at the core of our values and mission. We strive to be a welcoming, caring, healthy, and equitable community where students, faculty, and staff with different backgrounds, perspectives, abilities, and experiences can learn, innovate, and work in an environment of respect, and feel empowered to engage in any community conversation. As a member of the Cornell University community, it is important to recognize our shared responsibility to each other to cultivate a culture of inclusion for all. Rewards and Benefits Competitive compensation, generous time-off, and great benefits ... More on Cornell Benefits. University Job Title: Project Associate I Job Family: Administration Level: E Pay Rate Type: Salary Pay Range: $64,350.00 - $90,057.00 Remote Option Availability: Hybrid Company: Endowed Contact Name: Evelyn Gordon #J-18808-Ljbffr

Created: 2025-02-09