Researcher Support Agent

Researcher Support is a global department with teams located in Chennai, Tokyo, Beijing and the Philippines (supplier).  The department is responsible for resolving approximately 1 million researcher queries per year and is recognised by customers for it’s high-level of customer service, with year-to-date customer satisfaction score exceeding 90%.  Despite the successful measurements of the level of service we provide, we are ambitious and we want to do even more for our customers to ensure their success.  Researcher Support lives to the values of our customer centric organisation.  We closely monitor our customer's experience, we use data and customer feedback to provide voice of the customer (VOC) feedback to our business partners to drive positive improvements to the systems and processes that our customers experience.

The role of the Researcher Support (RS) Agent is core to enabling our customers success during the editorial process.  As an RS Agent you will provide first-class guidance and support to Authors throughout the process from providing technical solutions to providing guidance on each step of the process as required.  In addition to supporting Authors, RS Agents provide technical first-line support to Editors and Reviewers using Editorial Manager.  You will become an expert in the editorial system and the various journal configurations that exist in order to complete effective root cause analysis and apply the right fix or resolution to problems that arise for the system users. 

Working for a customer centric organisation, you will be passionate about delivering the optimal customer experience, whether this is through your own interactions with our customers, or through your tenacity to resolve the root cause of a wider problem in partnership with internal teams who have a shared responsibility of the process.  You will be trained in the practise of Lean Six Sigma and be encouraged to run small process improvement projects.  As your experience and subject matter expertise increases, you may develop to support larger organisational continuous improvement projects as well as training, coaching and mentoring new team members.

• →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.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

• 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.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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