Junior Customer Service Analyst in Edmond, Oklahoma at Draft2Digital LLC

Draft2Digital is looking for qualified US-based applicants who reside in the following states: OK, TX, CA, WI, FL, WA, OH, GA, CO, KS.

Junior Customer Service Analyst
Position Overview—Remote Work Position
Draft2Digital is seeking a dependable, detail-oriented Junior Customer Service
Analyst to join our Customer Support team.

This is an entry-level customer support position responsible for answering
customer inquiries, reviewing publishing-related issues, assisting with content
rejection questions and appeals, and helping authors and publishers navigate
Draft2Digital’s services.

The ideal candidate is an excellent written communicator who can follow
established procedures, manage multiple priorities, work independently, and
remain professional when assisting customers with complicated or sensitive
concerns.

Previous publishing experience is not required. Training and computer equipment
will be provided. Junior Positions begin at 37k salary per year plus benefits,
however this can vary due to experience.

Key Responsibilities
 Respond to entry-level customer support tickets through our online support
system.
 Assist customers with account, publishing, distribution, payment, and book related questions.
 Review and process assigned content from content review queues.
 Assist with questions and appeals involving content rejections.
 Follow established workflows, documentation, and escalation procedures.
 Identify issues that require additional review and escalate them to a Customer Service Analyst or Team Lead.
 Gather relevant account details and clearly document customer concerns
before escalating a case.
 Assist with basic troubleshooting and the initial investigation of possible
technical issues.
 Maintain accurate and professional communication with customers.
 Keep assigned tickets and queues organized and up to date.
 Participate in onboarding, training sessions, and continuing education.
 Stay informed about changes to company policies, publishing requirements, vendor guidelines, and internal workflows.
 Assist other members of the Customer Support team when workload needs change.
 Take on additional customer support responsibilities as assigned.

Desired Experience and Qualifications
 Previous customer service or customer support experience.
 Excellent written and verbal communication skills.
 Strong spelling, grammar, and proofreading abilities.
 Excellent attention to detail.
 Strong follow-up and customer service skills.
 Excellent organizational and time-management skills.
 Ability to follow detailed written procedures and apply them consistently.
 Ability to manage multiple tickets, assignments, and priorities.
 Ability to recognize when an issue should be escalated.
 Ability to work independently with limited supervision.
 Ability to identify workload needs and assist the team where needed.
 Ability to receive feedback and apply coaching.
 Ability to remain professional when communicating with frustrated or upset
customers.
 Ability to adapt to a constantly changing environment and take on additional
tasks as required.
 Experience using Microsoft Office, particularly Microsoft Word.

Additional Preferred Skills
The strongest candidates may also have experience with:
 Freshdesk or another customer support ticketing platform
 Microsoft Excel
 Adobe products
 HTML
 Technical troubleshooting
 Digital publishing, ebooks, or print-on-demand
 Reviewing content against written guidelines or policies

Work Style and Expectations
Successful candidates must be able to:
 Communicate clearly and professionally in writing.
 Work accurately without sacrificing productivity.
 Follow established policies rather than making assumptions.
 Ask questions when additional guidance is needed.
 Accept constructive feedback and demonstrate continued improvement.
 Work collaboratively as part of a customer support team.
 Protect confidential customer, account, and payment information.
 Prioritize urgent or high-impact issues appropriately.
 Have a dedicated space for remote work with access to reliable internet
service.

Interview Process
Candidates may be asked to complete a written skills assessment as part of the
hiring process.

Final candidates may also be required to attend an in-person interview in Edmond,
Oklahoma, where they will meet with members of the hiring and decision-making
team—at Draft2Digital’s expense.

About Draft2Digital
Draft2Digital provides publishing and distribution services that help independent
authors and publishers prepare, distribute, and manage their books.

Our Customer Support team assists customers with publishing questions, account
concerns, technical issues, vendor requirements, payments, content reviews, and
other aspects of the publishing process.