Researcher Support Agent

Overview

Researcher Support Agent providing first-class guidance and technical support to Authors, Editors, and Reviewers during the editorial process.

What you'll do

• Provide first-class, professional customer service in fluent written and verbal English.
• Support Authors throughout the editorial process with technical solutions and step-by-step guidance.
• Give first-line technical support to Editors and Reviewers using Editorial Manager.
• Perform root cause analysis and apply the right resolution to technical issues.
• Escalate issues when required and share clear information to enable faster resolution.
• Meet service levels and focus on first-time resolution while keeping customers informed.

What you'll need

• Experienced in using Microsoft Office programmes effectively.
• Fluent in both written and verbal English.
• Educated to degree level, preferably within a scientific field.
• Experienced in professional communication via chat, telephone, and email.
• Able to complete effective root cause analysis for technical queries.
• Proactively focus on personal development and continuous learning.
• Able to apply Lean Six Sigma knowledge where advantageous.

Details

• Location: Chennai.
• Working remotely from home or in the office with a flexible hybrid pattern.
• Working flexible hours.