Cochrane Support Officer


JOB DETAILS

Job Title:

Cochrane Support Officer – permanent position, full- or part-time considered. Employment contract if successful applicant based in UK, Germany or Denmark. Consultancy contract in other locations.

Reports to (title):

Cochrane Support Manager

Date:

Dec 2022

PURPOSE OF THE JOB

The Cochrane Support team is the first point of contact for the international Cochrane community. We provide technical and user support to Cochrane editorial teams and review authors; and handle enquiries from members of the public about Cochrane’s work.

We pride ourselves on our timely and coordinated support service, covering a broad range of areas including Cochrane editorial processing and publication, review-writing software, Cochrane Account login, membership, training, and volunteering opportunities.

The team works closely with Cochrane’s Central Editorial Service and Evidence Production and Methods Directorate, as well as IT Services, to ensure accurate, consistent responses to queries on Cochrane technology, policies and methods.

PRINCIPAL ACCOUNTABILITIES/KEY RESULT AREAS

  • Respond to incoming queries in our support Helpdesk, providing a friendly, supportive and efficient service to users.
  • Respond to queries using established stock responses, within agreed time frames in accordance with team SLAs.
  • Investigate reported system issues and refer queries to technical support teams where needed.
  • Identify gaps in supporting documentation and work with subject matter experts to develop resources relevant to Cochrane tools such as Editorial Manager and Review Manager.
  • Contribute to the management of Cochrane Knowledge Bases and online resources.
  • Maintain excellent communication and working relationships within the Cochrane Support team and the wider Cochrane Community.
  • Undertake any other duties that may be considered appropriate. 

PERSON SPECIFICATION

Essential:

  • Experience in providing technical support; or in providing user support to authors and editors using Editorial Manager.
  • Proactive and flexible approach to learning new systems and products to provide the best possible user support.
  • Good attention to detail to ensure that users always receive accurate information.
  • Self-motivated and results-oriented, with excellent organisation and time management skills, including the ability to work to deadlines as part of an interdependent team working remotely.
  • Excellent English-language communication skills (both verbal and written), including experience in communicating technical content, tailoring standard communications to individual requirements, and working with people from a variety of cultural and linguistic backgrounds.
  • Experience in working collaboratively within complex organisations, including diverse and geographically-dispersed staff, collaborator and stakeholder groups across different time zones.
  • Openness to continuous professional development and training.

    Preferred:

  • Experience of working in an editorial or publishing organisation.
  • Experience with software and systems related to customer service, such as HappyFox, Jira, and SugarCRM.
  • Familiarity with and commitment to Cochrane’s mission and values and an understanding of Cochrane’s work in the production of systematic reviews of healthcare evidence.
  • Understanding of data protection and handling of users’ contact details and personal data. 

KEY INTERFACES

Internal:

  • Cochrane Support Officers are supported by the Cochrane Support Manager, second-line support teams and subject matter experts who provide responses to escalated queries.
  • The team is part of Cochrane’s Central Executive Team.
  • This team serves and collaborates with all Departments in the Central Executive Team, Cochrane Groups, Cochrane members and other Cochrane contributors.
External: Subscribers to Cochrane’s online learning and software services, the general public. 

DIMENSIONS

Budgetary responsibility: N/A

Number of direct and indirect reports: N/A