Application Support Specialist – Publishing Platforms

Job Posted On: February 1, 2026

We are seeking a detail-oriented and proactive Application Support Specialist to provide first-line support for enterprise software products used in the academic and professional publishing industry.

This role involves assisting editors, authors, reviewers, production teams, and publishing professionals with day-to-day technical issues, guiding them through platform functionalities, and escalating complex problems to higher support tiers when needed.

The ideal candidate will have a background in publishing workflows, digital platforms, or content management systems, a strong grasp of digital technologies, and a genuine interest in supporting users working with manuscript submission systems, peer review platforms, editorial workflows, and content publishing tools.

Qualifications & Skills

Required:

Bachelor’s or Master’s degree in any technical, communication, publishing, or related field.
Strong understanding of computer technologies, SaaS platforms, and troubleshooting techniques.
1+ years of experience in a helpdesk, product support, or L1 technical support role.
Excellent verbal and written communication skills in English.
Experience supporting or communicating with international clients, especially from European regions.
Familiarity with support ticketing and service desk tools such as:
- Jira Service Management / Jira Service Desk
- Redmine
- Freshdesk
- Zendesk
- Zoho Desk
Ability to effectively use AI tools (e.g., ChatGPT or other LLMs) to draft customized responses, create reply templates, and improve the quality and consistency of customer communications.
Basic understanding of structured editorial workflows and publishing lifecycle processes.

Preferred:

Experience supporting software products in academic publishing, scholarly communication, or content management domains.
Familiarity with manuscript submission systems, peer review platforms, or journal management tools.
Ability to manage support for multiple products or modules simultaneously.
Experience creating and maintaining support documentation, knowledge bases, and FAQs.
Familiarity with tools and formats such as:
- Confluence (for documentation)
- Microsoft Excel / Google Sheets
- File formats like CSV, JSON, or XML
- Remote support tools (e.g., TeamViewer, AnyDesk)

EXPERIENCE

1+ years in a support or helpdesk role

Roles & Responsibilities

Serve as the first point of contact for customers encountering issues with publishing and editorial management applications.
Provide prompt and professional responses to support tickets, emails, or chat queries.
Troubleshoot common user issues related to manuscript submission, peer review, editorial workflows, and content publishing.
Guide users through platform features with clear, step-by-step instructions.
Document all support interactions and maintain accurate ticket records.
Take ownership of complex issues by coordinating with product and engineering teams, ensuring thorough documentation, follow-up, and timely resolution.
Contribute to the internal knowledge base by creating solution articles, how-to guides, and FAQs.
Monitor support queues and ensure timely resolution in line with defined SLAs.
Collaborate with internal teams to identify recurring issues and suggest usability improvements.
Work with users from different European countries, using translation tools and AI tools to interpret issues or documentation when content is not in English.