Researcher Support Agent

Overview

The Researcher Support (RS) Agent provides first-class guidance and technical first-line support to Authors, Editors and Reviewers during the editorial process, using Editorial Manager, and resolves researcher queries at the first point of contact.

What you'll do

• Provide first-class, professional customer service with fluent written and verbal support in English.
• Work within agreed service levels, exceed customer expectations, and deliver complete, accurate responses at the first point of contact.
• Take ownership of all tasks, collaborating with second-line support or business partners to manage issues through to resolution.
• Use support tools such as Beyond Trust and JIRA to conduct root cause analysis, identify technical issues, and apply the right resolution.
• Follow the correct escalation process when required, capturing and presenting clear information to support faster resolution by second- and third-line teams.
• Anticipate customer questions, reduce customer effort, keep customers informed, and focus on first-time resolution.
• Meet productivity standards, follow department policies and procedures, and understand customer roles, personas, and the end-to-end customer journey.
• Take a proactive, culturally aware approach to customer service by adapting to customer needs and offering relevant additional products or services where appropriate.

What you'll need

• Experienced in using Microsoft Office programmes effectively.
• Proactively focuses on personal development and continuous learning.
• Actively advocates and demonstrates customer centricity in all interactions.
• Fluent in both written and verbal English.
• Understands Elsevier and its business environment.
• Educated to degree level, preferably within a scientific field.
• Experienced in professional communication through chat, telephone, and email.
• Able to challenge and improve processes, complete effective root cause analysis for technical queries, and apply Lean Six Sigma knowledge where advantageous.

Details

• Location: Chennai (team also located in Tokyo, Beijing and the Philippines).
• Work mode: Working remotely from home or in the office in a flexible hybrid pattern.
• Working hours: Flexible hours, flexing the times you work in the day.