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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. 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).

Overview:
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.

Responsibilities:
<ul><li>Manage and resolve incoming support cases through the myAACR portal via support queue and phone</li><li>Triage, route, and track cases in Salesforce — identifying patterns and escalating issues when needed</li><li>Assist with user account administration, permissions, and routine platform maintenance</li><li>Create and maintain support documentation, FAQs, and guides to help members self-serve</li><li>Collaborate with internal teams and third-party vendors to resolve platform issues</li><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></ul>

Qualifications:
<ul><li>1–3 years of experience in customer service or technical support</li><li>Professional, clear, and empathetic written and verbal communication skills</li><li>Familiarity with Salesforce or a similar CRM platform is a plus</li><li>Ability to manage multiple open cases and stay organized under pressure</li><li>Experience with ticketing systems such as Jira or ServiceNow is a plus</li><li>A genuine interest in supporting a mission-driven organization</li></ul> Why AACRAt 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.AACR is an Equal Opportunity Employer. Candidates with equivalent experience in lieu of a degree are encouraged to apply.

American Association for Cancer Research

Customer Support Analyst

Analysis Skills

Atlassian JIRA

Cancer

Communication Skills

Customer Relationship Management (CRM)

Customer Support/Service

Frequently Asked Questions (FAQ)

Organizational Skills

Presentation/Verbal Skills

Problem Solving Skills

Salesforce.com

ServiceNow

Support Documentation

Team Player

Technical Support

User Account Administration

Writing Skills

[AW]-iCims

American Association For Cancer Research Jobs

American Association For Cancer Research Jobs in the United States

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American Association For Cancer Research Jobs in the United States

Customer Support Analyst American Association for Cancer Research

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