Researcher Support Agent - 0722-CH-188

Researcher Support Agent - 0722-CH-188

Academic Press Elsevier
Not Specified
Not Specified

Job Description



Customer Service
. Provide a first-class, professional service for all customer interactions
. Provide fluent written and verbal support in English
. Work within agreed service levels, striving to exceed customer expectations at all times
. Take ownership of all tasks and work with second-line support or in some cases, directly with our business partners to manage through to resolution
. Be competent in root cause analysis, using support tools such as Beyond Trust and knowledge of known issues recorded in JIRA to accurately determin technical issues experienced by customers and apply the right resolution
. Follow the correct escalation process when required, ensuring correct capture and presentation of information required by second and third line support teams to enable their fast resolution
. Pre-empt questions and aim for first time resolution of all queries always focusing on reducing effort for our customers where possible
. Meet productivity standards and adhere to Department policy, best practice guidelines and procedures
. Have a good understanding of each customer role that we support, their persona's, the end-to-end customer journey and understand the functions of your area of work and how it interacts with the rest of the organisation
. Adopt a proactive approach to customer service, offering additional products and services to better serve customer needs
. Deliver complete and accurate responses to customer queries in one response (First Time Resolution)
. Keep customers informed and updated on the progress of their enquiry at intervals that meet their needs
. Be aware of, and have the ability to adapt to, cultural differences
Team Work
. Work effectively and collaboratively as part of a team to achieve individual, team and departmental objectives proactively sharing knowledge and skills in our ever evolving environment
. Provide global support to help the department reach its shared KPIs as required
. Demonstrate a positive agile approach to changing business priorities
. Build and maintain effective relationships with our business partners
Customer Experience Improvement
. Demonstrate a good understanding of Lean Six Sigma, using your own experiences and knowledge to identify opportunities to make processes more efficient
. Lead small continuous improvement opportunities (A3 projects) independently or in collaboration with colleagues
. As a team, monitor and analyse customer feedback and data, identify pain points to the customer experience and brainstorm improvment opportunities that can be shared to business partners in the form of VOC to influence improvements
Personal Development
. Take responsibility for identifying your own needs for personal development and additional training. Take responsibility for learning the skills necessary to identify issues, analyse the problems and offer solutions.
. Actively seek opportunities for personal development and proactively discuss these opportunities with your line manager
. Provide and receive feedback constructively
. Be open and react constructively to feedback to improve your performance
Technical and Professional
. A proven technical aptitude that will enable you to become proficient in the use of internal systems and in particular, be able to problem solve customer queries relating to the editorial system Editorial Manager
. Ability to use remote support software such as Beyond Trust to trouble shoot technical support issues and provide resolution with requiring minimal effort from our customers
. Proficient in whole MS package, especially Excel and Powerpoint sufficient to present to a senior audiance
. Ability to gather and interpret data
. Proven problem solving skills
. Become proficient in the use of Elsevier operating systems
Personal Qualities
. Strong interpersonal skills allowing you to network and communicate with people at all levels
. Respond positively to change
. Be a self-starter, remain positive, enthusiatic and proactive
. Self-managing and organised
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Elsevier is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [Confidential Information] or if you are based in the US you may also contact us on 1.855.833.5120.
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Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity.We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group. With a wide range of technology jobs, commercial and business jobs, and graduate jobs, there is a part for everyone to play. We need talented people to help us inspire ground-breaking research. Be curious. Be challenged. Be involved. Discover Elsevier. Join us. elsevier.com/about/careers

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