Associate PCT User Support Officer

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE:  please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

1.     Organizational Context

a.     Organizational Setting

The post is located in the PCT User Support Unit, PCT Legal and User Support Section, PCT Legal and User Relations Division, PCT Legal and International Affairs Department, Patents and Technology Sector. The PCT User Support Unit provides the business-critical and specific customer service function of responding to general PCT questions from current and potential PCT users in a complete and timely manner.

b.     Purpose Statement

The main role of the incumbent is to provide complete and focused replies to inquiries received by the Unit, within the agreed-upon time frame. In the absence of the Head of Unit, the incumbent is expected to manage and oversee the work of the PCT User Support Unit, ensuring that all inquiries are responded to within the agreed-upon time frame and to requisite levels of quality.

c.     Reporting Lines

The incumbent works under the supervision of the Head of the PCT User Support Unit.

2.     Duties and Responsibilities

The incumbent will perform the following principal duties:

a.  Provide information, advice and guidance to PCT applicants and agents in a highly responsive and timely fashion, in line with the required standard of quality.

b.  Provide information, advice and guidance to PCT Contracting States, industrial property Offices and PCT Authorities, on the legal functioning of the PCT.

c.  Provide information, advice and guidance to other PCT Divisions and other parts of WIPO on PCT matters.

d.  Keep records and provide statistics and analytics on received inquiries.

e.  In the absence of the supervisor, ensure the continuity of the service, including maintaining the ongoing schedule of colleagues within the PCT Legal and User Relations Division and elsewhere within the PCT who will take Information Service telephone calls and respond to incoming e-mail inquiries.

f.   Contribute to the drafting and updating of PCT information materials for inclusion on the PCT portion of the WIPO website.

g.  Foster a culture of providing high quality customer-focused services by identifying varying customer needs, recommending best practices which can improve customer engagement with the PCT system, and, proactively addressing potential issues before they impact the customer experience.

h.  Deliver presentations as part of training courses, seminars and information meetings, for users and potential users of the PCT, and participate in internal training for WIPO staff members.

i.   Perform other related duties as necessary.

3.     Requirements

Education (Essential)

A first-level university degree in law is required. Alternatively, a first-level university degree in engineering, science and information technology may be accepted if accompanied by a valid certification as a patent agent (e.g., registration with a recognized national or regional patent office).

Experience (Essential)

At least three years of relevant professional experience, including in the field of patent applications.

Experience (Desirable)

Good knowledge of and experience with the PCT.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Good knowledge of other PCT publication languages (Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian or Spanish).

Job Related Competencies (Essential)

Broad understanding of intellectual property and the PCT rules and procedures.

Dedication to providing high quality customer service to PCT current and potential users.

Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multi-cultural environment with sensitivity and respect for diversity.

Competent user of Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and the ability to adapt to new technologies quickly.

4.     Organizational Competencies

1.     Communicating effectively.

2.     Showing team spirit.

3.     Demonstrating integrity.

4.     Valuing diversity.

5.     Producing results.

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