Senior Revenue Operations Analyst
Skimmer
SQL
Senior Customer Support and Solutions Specialist
Digital Science
full-time
Posted on:
Origin: • 🇦🇺 Australia
Visit company websiteJob Level
Senior
Tech Stack
SQL
About the role
- About us
- We are Digital Science and we are advancing the research ecosystem.
- We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?
- Your new role
- At Digital Science, we help the global research community and organizations make better, data-informed decisions. Dimensions and Altmetric are two of our flagship analytics products, used by academic institutions, publishers, funders, corporations, and government agencies to track research outputs, assess impact, and gain insights across the research lifecycle.
- As a Customer Support & Solutions Specialist, you will play a dual role:
- Support excellence — providing timely, high-quality assistance to customers and colleagues.
- Customer-facing readiness — stepping in to deliver product demonstrations, onboarding walkthroughs, or consultative training sessions for prospects and clients when needed.
- This role sits at the intersection of Success and Solutions: resolving technical queries, improving documentation, and ensuring smooth onboarding while also representing Dimensions and Altmetric confidently on calls with customers or prospects.
- Please note - due to business need, we can only accept applications from candidates who reside in Australia, where we have an established legal entity.
- If you apply from outside of this area, your application will not be considered.
Requirements
- Required Skills and Experience
- Previous experience in a customer support, onboarding, or customer success role—ideally in B2B SaaS, analytics, academic, or data-focused environments.
- Strong troubleshooting skills with the ability to investigate technical issues methodically and efficiently.
- Clear, concise communicator able to translate technical concepts into plain language for a range of audiences.
- Comfort with client-facing interactions including support tickets, video calls, and live product demos.
- Ability to work independently while collaborating across distributed global teams.
- Familiarity with ticketing/CRM tools (e.g., Zendesk, Freshdesk, Front, Jira) and knowledge base platforms.
- Desirable Technical Experience
- Experience configuring and troubleshooting authentication methods (e.g., SSO).
- Familiarity with APIs and ability to support API-related queries.
- Basic SQL knowledge or interest in learning to query datasets for troubleshooting and reporting.
