Silverchair

Client Services Representative

• Deliver comprehensive support via tickets, email, and phone with responsive, helpful service
• Act as the primary interface between Silverchair and its clients, ensuring exceptional service delivery
• Troubleshoot and resolve client issues using detailed product knowledge
• Document all customer interactions in detail
• Build strong relationships through transparent communication

Client Services Analyst

QA Engineer

• Review user stories to understand acceptance criteria for ScholarOne platform features, working with development teams to clarify any questions or requirements
• Identify test scenarios based on user stories and functional requirements for manuscript processing and editorial workflow features
• Write comprehensive test scripts for both manual and automated testing of ScholarOne Manuscripts and Conferences functionality
• Execute test scripts for both new feature development and regression testing to ensure platform stability and reliability
• Document and track defects discovered during testing, providing detailed information to assist development teams in resolution
• Implement test automation and conduct wide range of quality control tests, trials, and analyses across ScholarOne systems and applications
• Draft, revise, and approve test plans and scripts to ensure alignment with quality standards and software development strategy
• Collaborate with product managers, developers, and other stakeholders to ensure comprehensive test coverage for scholarly publishing workflows
• Verify that software solutions meet the specific needs of publishers, editors, authors, and reviewers in the academic community
• Conduct usability testing to ensure optimal user experience for diverse academic publishing stakeholders
• Support testing of integrations and API functionality that connects ScholarOne platforms with external systems
• Participate in release testing and deployment validation to ensure successful product launches
• Maintain test documentation and contribute to knowledge sharing within the QA team
• Stay current with testing methodologies and tools relevant to web-based applications and scholarly publishing workflows
• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications

Client Services Analyst

Quality Assurance Engineer