Publishing Software Specialist

Location: Cary, NC (or Remote US) Company: J&J Editorial, a Wiley brand

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

J&J Editorial is a growing organization that supports the editorial management of a variety of scholarly publications, primarily academic journals. J&J's employees are experts in helping editorial offices set priorities and create the workflow necessary for submission growth and timely publication.

About the role:

The Publishing Software Specialist provides technical support for open access payment systems using Oable by Knowledge Unlatched. This role reports to the Systems Support Client Manager at J&J Editorial, and may be expected to provide technical support for Editorial and Production systems clients as overseen by the Systems Support Client Manager, Associate Director, and other project partners. On a daily basis, this role will serve as the first line of support to help clients with their implementation, and handle the feature requests from clients to further improve the value of the product.

How you will make an impact:

• Serve as a liaison between internal and external management, and its clients, providing clients with all levels of systems support from answering how-to questions to advising on best practices, possible workflow changes, and system capabilities.
• Collaborate with developers/product teams to get changes implemented or technical problems resolved as quickly as possible.
• Lead the setup processes and implementation phase for institutional clients in your region.
• May serve as a point of contact for all project stakeholders related to daily management.
• Able to work autonomously to fulfill client needs and deadlines.
• Develop a strong understanding of scholarly publishing software, industry standards, and strong relationship-building skills with project stakeholders.
• Support the continuous product development and in-product onboarding improvements to drive feature adoption and ensure customer success.
• Uphold high standards of professionalism and courtesy when working with colleagues and clients.

What we look for:

• Bachelor's degree in relevant field.
• Minimum of 2 years experience providing customer service and support preferably providing technical support for software or other relevant experience.
• Experience providing outstanding customer service, managing complex projects with multiple stakeholders and working in highly collaborative team settings.
• Capable of synthesizing experience and best practice standards into written resources for internal colleagues and external clients
• Preferred: Experience with customer success tools such as Intercom, HubSpot Service or similar.
• Preferred: Strong knowledge base in at least one major online peer review system

About Wiley:

Enabling Discovery, Powering Education, Shaping Workforces.

We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society's advancement, and giving seekers the help they need to turn their steps into strides.

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley's headquarters are located in Hoboken, New Jersey, with operations across the globe in more than 40 countries.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

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