Client Services Analyst

PLANet System GroupTM has successfully partnered with leading companies and societies in the scholarly publishing world for over two decades. Adapting to the industry demands, we focus on three major fields: custom development and implementation of our web-based applications, creating innovative solutions and providing specialized services.

We have established a European Scholarly Hub in Novi Sad, Serbia with 200+ professionals embodying our core values of quality, tolerance and friendship. 

We are looking for a 

CLIENT SERVICES ANALYST

Job description:

The Client Services Analyst (CSA) is a vital member of the Client Services Team, tasked with supporting academic, scientific, technical, and medical (STM) publishing clients  who rely on selected product delivery platforms for their content. This role involves direct interaction with clients, serving as the company's representative and building strong, positive, and professional relationships. The CSA will act as a trusted advisor, assisting clients in troubleshooting issues and ensuring their concerns are resolved effectively.

Key responsibilities include managing clients content problem intake, thoroughly documenting tickets and issues, replicating reported problems, and conducting Tier 2 root cause analyses. Client Services Analyst will collaborate with technical peers and escalate or route problems efficiently to ensure timely resolutions.

Requirements:

• Exceptional English language proficiency (written and spoken), with native or near-native fluency preferred
• Strong customer service skills, coupled with the ability to empathize with clients and provide solutions based on their perspective
• Ability to grasp product capabilities and understand user experiences effectively
• Commitment, persistence, and dedication to tasks, demonstrating a strong work ethic
• Proven ability to learn and adapt to new tools and techniques efficiently
• A university degree is not mandatory; a technical education background is considered an advantage
• Previous work experience is not required, but past technical support or customer service experience in a software company is an advantage

Preferred Skills and Attributes:

• Proactive and solution-oriented approach to addressing challenges
• A genuine interest in learning and staying engaged
• Basic understanding of HTML, CSS, XML, XSLT, SQL, and Microsoft applications
• Experience with Atlassian products such as Jira and/or Confluence
• Ability to work independently and collaborate effectively within a team
• Excellent organizational skills, with the ability to prioritize and meet deadlines under pressure
• Team-oriented and supportive of colleagues

We Offer:

• Full-time position based in Novi Sad, with remote work options available once the candidate demonstrates the ability to independently handle tickets, showing strong technical judgment and reliability
• Challenging tasks in a highly professional environment, complemented by adequate training
• Opportunity to work in a skilled, cohesive team
• Competitive salary and benefits aligned with the demands of the position

Working Hours:

The standard working hours for this position are from 15:00 to 23:00. However, there is a possibility of rotating between morning shifts (10:00–18:00) and late shifts (15:00–23:00) based on team scheduling needs. Shift assignments are communicated in advance, and flexibility is expected to ensure consistent coverage and team support.

Note: 

Only shortlisted candidates will be contacted. 
Please submit your CV and Cover Letter in English.