ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — Artstor, JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome historical barriers to education. In carrying out our mission, as employees we feel a deep responsibility to each other and our well-being, and are committed to building and sustaining a diverse, equitable, and inclusive workplace.
ITHAKA is seeking a Partner and User Support Specialist to help users get the most out of our products and services. In this role, you will support the features and functionality of JSTOR, a platform which makes research materials available to millions of learners around the world.
Our team connects with students, librarians, and researchers to offer support via phone, email, and live chat. We are experts in all areas of the products we support. We troubleshoot potential bugs, document feature requests, and collaborate with one another on special projects. Doing what is in the best interest of the user is at the heart of what we do. We're constantly learning and improving our approach to ensure high customer satisfaction.
Sure, you'll be handling a lot of emails and phone calls in this role, but support is so much more than grinding through a queue. This is a real problem-solving job. As part of our team you'll likely get involved with a bit of everything. You’ll have influence in determining how best to contribute your talents and skills. There’s room for innovation when it comes to better serving our users. We care about your professional development and career goals and we offer opportunities for training as a support professional that will serve you for years to come.
What do we need you to bring? A mix of compassion, communication skills, and technical knowledge that help you solve user problems. You’re patient, an active listener, and you’re naturally curious with a strong desire to learn. You value your work ethic and take initiative and ownership to see things through to completion. You aren’t scared of a challenge. When you don’t know something, you embrace the chance to grow and get better.
ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States.
At ITHAKA we believe in openness and equity. Part of living those values is our commitment to clarity about salary ranges, so candidates know what to expect. The starting salary for this position ranges from $50,000 - 57,500 per year. Starting pay may vary with job-related knowledge, skills, and experience. Our total compensation package for benefits-eligible employees includes employer-paid medical, dental, and vision plans, an employer-paid 10% retirement contribution, paid parental and caregiver leave, 22 days of paid time off, 11 paid holidays, up to 12 sick days, gym reimbursement, and more.
We are committed to our organizational values of belonging, evidence, speed, teamwork, and trust. We take inclusion seriously. Belonging is one of our core values, and it shows in our vibrant culture. People from a wide range of backgrounds work at ITHAKA, and we believe that unique perspectives help us realize new insights and build better solutions.
We want to work with people who are passionate about ideas like these and who wish to contribute their perspectives and talents to ITHAKA’s mission. We enthusiastically welcome applications from people of all underrepresented backgrounds and credentials. We want to hear your story and include your perspective in the transformative work we aim to do.
Learn more about Working at ITHAKA.
Although ITHAKA has physical offices in New York and Ann Arbor, Michigan, our employees are distributed across the continental United States. At this time, we’re not considering candidates who are unable to work and reside in the continental U.S.
Candidates may apply by submitting an application online through our career site, if you have any questions about your application, please contact us at careers@ithaka.org. ITHAKA is committed to providing reasonable accommodations, if there’s anything we can do to accommodate any portion of the application or hiring process, please contact us at accommodations@ithaka.org.
We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, sex, national origin, gender identity, sexual orientation, age, religion, domestic violence victim status, veteran status, disability, history of disability or perceived disability, or other status protected by law. We invite you to read our Equal Employment Opportunity and Affirmative Action Statement. ITHAKA cares about your privacy, learn more about our Applicant Privacy Notice.
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