American Association for Cancer Research

Customer Support Analyst

American Association for Cancer Research  •  Philadelphia, PA (Onsite)  •  29 days ago
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Job Description

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

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

Qualifications

  • 1–3 years of experience in customer service or technical support
  • Professional, clear, and empathetic written and verbal communication skills
  • Familiarity with Salesforce or a similar CRM platform is a plus
  • Ability to manage multiple open cases and stay organized under pressure
  • Experience with ticketing systems such as Jira or ServiceNow is a plus
  • A genuine interest in supporting a mission-driven organization

Why AACR

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.

AACR is an Equal Opportunity Employer. Candidates with equivalent experience in lieu of a degree are encouraged to apply.

American Association for Cancer Research

About American Association for Cancer Research

Founded in 1907, the American Association for Cancer Research (AACR) is the world’s first and largest professional organization dedicated to advancing cancer research and its mission to prevent and cure cancer. AACR membership includes more than 54,000 laboratory, translational, and clinical researchers; population scientists; other health care professionals; and patient advocates residing in 130 countries and territories around the world. Presently, 32 percent of members live outside the United States and 22 percent of AACR’s international members are located in countries with emerging economies. The AACR marshals the full spectrum of expertise of the cancer community to accelerate progress in the prevention, diagnosis, and treatment of cancer by annually convening more than 30 conferences and educational workshops, the largest of which is the AACR Annual Meeting. In addition, the AACR publishes 10 prestigious, peer-reviewed scientific journals and a magazine for cancer survivors, patients, and their caregivers. The AACR funds meritorious research directly as well as in cooperation with numerous cancer organizations. As the Scientific Partner of Stand Up To Cancer, the AACR provides expert peer review, grants administration, and scientific oversight of team science and individual investigator grants in cancer research that have the potential for near-term patient benefit. The AACR actively communicates with legislators and other policymakers about the value of cancer research and related biomedical science in saving lives from cancer. For more information about the AACR, visit AACR.org.

Industry
Nonprofit & NGOs
Company Size
201-500 employees
Headquarters
Philadelphia, PA
Year Founded
1907
Website
aacr.org
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