Community Support Officer

JOB DETAILS

Job Title:

Community Support Officer (full-time or part-time considered – minimum 0.8 FTE)

Reports to (title):

Membership and Support Manager

Date:

April 2021

PURPOSE OF THE JOB

Cochrane’s Community 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 Account login, Cochrane review-writing software, membership, training, and volunteering opportunities.

This team sits within the People Services Department in Cochrane’s Central Executive, which provides all people-focused services within Cochrane, including inclusive learning programmes, human resources, consumer (patient and carer) engagement and a wide range of internal and public-facing support services.

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 based on standard operating procedures and established stock responses, within agreed time frames in accordance with team SLAs.

Investigate reported system issues and refer queries to appropriate subject matter experts (SMEs) or technical support teams where needed.

Identify gaps in supporting documentation and work with SMEs to develop resources relevant to Cochrane resources, including Editorial Manager and Review Manager.

Contribute to the management of Cochrane Knowledge Bases and online resources.

Maintain excellent communication and working relationships within the Community Support

team and the wider Cochrane Community.

Undertake any other duties that may be considered appropriate.

PERSON SPECIFICATION

Essential:

Experience in providing technical support, including excellent interpersonal

communication skills.

Proactive and flexible approach to learning new systems and products to provide the best possible user support.

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.

Good attention to detail to ensure that community members always receive accurate information.

Experience in working collaboratively within complex organisations, including diverse and geographically-dispersed staff, collaborator and stakeholder groups across different time zones.

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.

Openness to continuous professional development and training.

Preferred:

Experience in providing user support to authors and editors using Editorial Manager.

        

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.

Experience working with teams in a not-for profit or low resource setting.

Understanding of data protection and handling of users’ contact details and personal data.

KEY INTERFACES

Internal:

  •          The Community Support Officers are supported by the Membership and Support Manager, second-line support teams and subject matter experts who provide responses to escalated queries.
  •          This team sits within the People Services Department, which is part of Cochrane’s Central Executive Team.
  •          This team serves and collaborates with all Departments in the Central Executive Team, Cochrane Groups, Cochrane Innovations, 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