Customer Services Assistant

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\:  please note that the deadline for applications is indicated in local date and time.

The post is located in the PCT eServices Unit of the External Systems Development Section, PCT Information Systems Division. The External Systems Development Section implements and supports the portfolio of externally facing business applications supporting a highly successful patent filing treaty. The applications are mostly custom-built for a user base of tens of thousands of patent professionals working in both the private and government sector.

The Customer Services Assistant provides expert paratechnical and business support to PCT applicants and Offices that use these applications, contributes to their further enhancement and participates in their testing and promotion.

The incumbent works under the supervision of the Head, PCT eServices Unit, in the External Systems Development Section, PCT Information Systems Division, in collaboration with the other staff of the Unit.

The incumbent will perform the following principal duties\:

(a)        Provide high-quality customer support on WIPO’s electronic services, covering IT and business support on ePCT, PCT-SAFE, WIPO Certification Authority and Priority Document Access Service DAS, via e-mail, telephone and other appropriate Service Desk tools, and channel support calls requiring further IT or PCT action to the relevant staff.

(b)        Participate in testing PCT eServices applications, in particular all aspects of the ePCT system, with a view to proposing improvements and contributing to its further enhancement as well as its compatibility with eDossier.

(c)        Collect and analyze customer feedback in order to further enhance PCT IT tools and systems, including the elaboration, review and updating of documentation, knowledge base, relevant webpages and other support material.

(d)        Participate in training and promotional activities, in particular workshops and seminars, and in missions and meetings, organized by WIPO or other entities, of relevance to PCT electronic services.

(e)        Carry out administrative activities relating to the WIPO Customer Certification Authority digital certificates and any further authentication methods.

(f)        Perform other related duties as required.

Education

Essential\:

Completed secondary education.

Experience

Essential
At least eight years of relevant work experience in an IP office or comparable environment, including working in a customer service role.

Desirable
Experience working in an IT driven environment and participating in IT projects.

Languages

Essential
Excellent written and spoken knowledge of English.

Desirable
Ability to work in other PCT publication languages (Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian or Spanish).

Job-related competencies

Essential
Excellent communication and interpersonal skills.

Client orientation, with the ability to deliver high-quality client services.

Good understanding of intellectual property, preferably of the PCT, and ability to convey this knowledge to others.

Good understanding of the IT tools and systems used for customer service.

Organizational skills and ability to work under pressure and independently.

Good analytical and problem-solving skills and adaptable to new tasks.

Desirable

Technical skills, such as knowledge of web tools and/or an understanding of software development/support methodologies.

1.  Communicating effectively.

2.  Respecting individual and cultural differences.

3.  Showing team spirit.

4.  Managing yourself.

5.  Producing results.

6.  Embracing change.

7.  Respecting ethics and values.

Annual salary (Net of tax)\:  80,912 CHF

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

Initial period of one year, renewable, subject to satisfactory performance.  No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.

Dependency allowances\:

7,939 CHF per year for dependent spouse;  6,398 CHF per year for each dependent child.

Language allowance\:

Arabic, Chinese, English, French, German, Japanese, Korean, Portuguese, Russian and Spanish\: 4,788 CHF per year for two of these languages, and 3,192 CHF per year for one of them.  The allowance is not payable for the mother tongue or the main working language of the staff member.  The grant of this allowance is subject to examination.

General Service posts are subject to local recruitment.  Staff in the General Service category are recruited in the host country or within reasonable commuting distance of the Headquarters.

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

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By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing/interviewing may be used as a form of screening.  Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.