Key Facts

Remote From:

Fixed term

English

Hard Skills

Database Search Engine Functional Testing Cross-Functional Collaboration Help Desk Support Engineering Documentation Microsoft Dynamics Customer Relationship Management Stakeholder Communications

Other Skills

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Customer Service
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Non-Verbal Communication
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Adaptability
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Analytical Skills
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Teamwork
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Detail Oriented
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Computer Literacy
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Problem Solving

Roles & Responsibilities

Bachelor’s degree
Two years’ experience in a customer service environment
Experience searching in technical or scientific databases
Excellent written and verbal communication skills with the ability to convey technical and non-technical information clearly to diverse stakeholders

Requirements:

Provide email support to researchers, principal investigators, administrators, and other stakeholders using SciENcv and related NCBI systems
Triage and resolve a high volume of user inquiries, ensuring timely and accurate responses
Troubleshoot user account, profile, and submission-related issues and collaborate with internal and external teams to resolve technical problems efficiently
Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions

Computercraft Corporation

Biotech: Biology + Technology

About Computercraft Corporation

Computercraft, an American Indian– and Woman-owned small business, provides the public with user-friendly access to reliable and current genetic sequence, genomic, chemical, and scientific information. Our technical and scientific staff work with customers to build and refine high-profile information resources that get accurate health and biomedical research data into the hands of researchers and other stakeholders all over the globe, helping them solve our world’s greatest health challenges. In some of our other work, we provide program management support and health communication and outreach that directly and indirectly facilitate and sustain our nation's public health efforts.

Company type: SME

Industry: Biotech: Biology + Technology

Founded: 2018

Company size: 51 - 200

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Job description

Computercraft is seeking a temporary Technical Information Specialist to support the National Center for Biotechnology Information (NCBI) at the National Institutes of Health (NIH). We anticipate a 2-month engagement with full-time or part-time work, depending on the candidate. There is potential for an extension or longer-term consideration based on performance and project needs.

NCBI is part of the National Library of Medicine (NLM) at NIH. NCBI uses the web to advance science and health by providing free access to biomedical and genomic information. As a result, it has one of the top 400 most visited sites in the world.

This role will provide short-term assistance to respond to increased user support volume related to evolving NIH requirements. The Technical Information Specialist will provide support and user education for NCBI’s customer engagement systems, including SciENcv.

Clearance Requirement: Candidates must be eligible to obtain a Public Trust clearance.

Job Responsibilities

Provide email support to researchers, principal investigators, administrators, and other stakeholders using SciENcv and related NCBI systems.
Triage and resolve a high volume of user inquiries, ensuring timely and accurate responses.
Troubleshoot user account, profile, and submission-related issues and collaborate with internal and external teams to resolve technical problems efficiently.
Identify, document, and communicate recurring user issues to design and development teams, working collaboratively to implement effective solutions.
Assist with writing test scripts and conducting functional testing of new features.
Support reporting efforts to track customer service trends and identify areas for process improvement.
Contribute to the development or refinement of user-facing guidance or educational materials (e.g., template, FAQs, tutorials).
Handle other duties as assigned.

Required Skills/Qualifications

Bachelor’s degree
Two years’ experience in a customer service environment
Experience searching in technical or scientific databases
Proven ability to work effectively in team environments
Excellent written and verbal communication skills with ability to convey technical and non-technical information clearly to diverse stakeholders
Strong analytical and problem-solving skills
Proficiency with basic computer applications
Adaptability and flexibility in a high-volume, dynamic work environment
Initiative and attention to detail

Desired Skills/Experience

Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics
Exposure to research funding workflows, grant applications, or academic/research administration environments

Computercraft offers an excellent benefits package that includes health, dental, vision, and disability and life insurance; a 401(k) plan with matching; paid leave starting at 128 hours/year for the first 3 years of employment; and 11 paid holidays. We also offer the opportunity for a positive work–life balance with a standard 40-hour work week and the chance to work alongside a team of highly accomplished professionals.

To learn about other Computercraft job opportunities, please visit the Careers section of our website: https://www.computercraft-usa.com/.

EEO Employer – Disability/Veteran/Race/Color/Religion/Sex/National Origin/Genetic Information

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