Customer Support Analyst

{
  "content_hash": "e82fcba13b656a8abe6b68206ab58a9e1dfc87214455b8e08a515cb18b9360d3",
  "source_hash": "d6153b697253518b09bb6b6e8c712c638c80199f367f620f634d48fff6653869",
  "last_changed_at": "2026-06-06T20:08:51.983Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Philadelphia, PA, US",
    "city": "Philadelphia",
    "region": "PA",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T20:08:51.975Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Philadelphia, PA, US",
      "city": "Philadelphia",
      "region": "PA",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "week",
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "json_ld": {
    "url": "https://careers-aacr.icims.com/jobs/1767/customer-support-analyst/job",
    "@type": "JobPosting",
    "title": "Customer Support Analyst",
    "@context": "http://schema.org",
    "datePosted": "2024-06-06T20:08:51.707Z",
    "description": "<h2>Overview</h2>\n<p>We're looking for a Support Analyst to join our Enterprise Platform Services team. In this role, you'll be the primary point of contact for members of the myAACR community portal — helping researchers and clinicians navigate their accounts, memberships, event registrations, and more. You'll work across our Salesforce-based systems and partner applications to ensure our community has a seamless, professional experience.</p>\n<h2>Responsibilities</h2>\n<ul>\n <li>Manage and resolve incoming support cases through the myAACR portal via support queue and phone</li>\n <li>Triage, route, and track cases in Salesforce — identifying patterns and escalating issues when needed</li>\n <li>Assist with user account administration, permissions, and routine platform maintenance</li>\n <li>Create and maintain support documentation, FAQs, and guides to help members self-serve</li>\n <li>Collaborate with internal teams and third-party vendors to resolve platform issues</li>\n <li>Support our annual AACR Annual Meeting — a flagship event drawing 20,000+ cancer researchers worldwide (one week of extended hours per year, with advance notice)</li>\n</ul>\n<h2>Qualifications</h2>\n<ul>\n <li>1–3 years of experience in customer service or technical support</li>\n <li>Professional, clear, and empathetic written and verbal communication skills</li>\n <li>Familiarity with Salesforce or a similar CRM platform is a plus</li>\n <li>Ability to manage multiple open cases and stay organized under pressure</li>\n <li>Experience with ticketing systems such as Jira or ServiceNow is a plus</li>\n <li>A genuine interest in supporting a mission-driven organization</li>\n</ul>\n<p> </p>\n<p><strong>Why AACR</strong></p>\n<p>At AACR, your work directly supports the global cancer research community. You'll join a collaborative, mission-focused team in the heart of Philadelphia, with the opportunity to grow your platform and technical skills in a professional, established organization.</p>\n<p><em>AACR is an Equal Opportunity Employer. Candidates with equivalent experience in lieu of a degree are encouraged to apply.</em></p>",
    "directApply": true,
    "jobLocation": [
      {
        "@type": "Place",
        "address": {
          "@type": "PostalAddress",
          "postalCode": "19106",
          "addressRegion": "PA",
          "streetAddress": "615 Chestnut Street",
          "addressCountry": "US",
          "addressLocality": "Philadelphia",
          "postOfficeBoxNumber": "UNAVAILABLE"
        }
      }
    ],
    "validThrough": "2027-06-06T20:08:51.707Z",
    "employmentType": "FULL_TIME",
    "hiringOrganization": {
      "name": "American Association for Cancer Research",
      "@type": "Organization",
      "sameAs": "https://www.aacr.org"
    },
    "occupationalCategory": "Information Technology and Services"
  },
  "detail_meta": {
    "url": "https://careers-aacr.icims.com/jobs/1767/customer-support-analyst/job?in_iframe=1",
    "http_status": 200,
    "content_type": "text/html;charset=UTF-8",
    "response_bytes": 29778,
    "compact_response_bytes": 3131,
    "original_response_bytes": 29778
  },
  "sitemap_job": {
    "id": "1767",
    "url": "https://careers-aacr.icims.com/jobs/1767/customer-support-analyst/job",
    "slug": "customer-support-analyst",
    "lastmod": "2026-04-27T17:52:27-04:00"
  },
  "detail_errors": []
}