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Customer Support Representative
Elsevier
Rochester, NY, United States
Job Details - this job has expired, please see similar jobs below
Customer Support Representatives work with professors and other researchers around the world to assist in the online dissemination of their research as well as assist readers with online access to this content. They are also responsible for assisting in the maintenance of customer accounts. The position involves regular phone and email interactions with individuals needing basic online support up through more advanced troubleshooting support.
JOB DUTIES (Top 5 in order of importance as well as percent of time spent on each duty):
• Resolving customer help desk tickets and providing phone support – 40%
◦ Document all correspondence with customers using online ticket tracking application
◦ Categorize tickets appropriately for accurate reporting
◦ Resolve tickets within expected deadline
◦ Properly identify when escalation to a manager is needed
• Automated submission processing of clients' bulk paper uploads – 35%
◦ Identify missing author and organization information and accurately enter the information into database
◦ Process submissions to completion by expected deadline
• Entering/verifying new organizations added to the database – 10%
◦ Review new organization requests and enter using the proper hierarchy
• Approve/reject author photo/CV review queue for Author Pages – 10%
◦ Confirm uploads meet eligibility requirements
• Review/approve top paper and author rankings – 5%
◦ Monitor ranking queues
◦ Review ranking runs for accuracy and approve by expected deadline
• Miscellaneous tasks (projects, reports, etc.)
MINIMUM QUALIFICATIONS:
• High school graduate
• Minimum one year experience in providing remote support in a call center environment or similar role
EDUCATION, KNOWLEDGE, SKILLS AND EXPERIENCES (and any other requirements):
• Knowledge of different computer operating systems and browsers
• Provide website support to users via phone and email
• Ability to assist users at all levels of computer knowledge while maintaining a high level of patience
• Excellent verbal communication skills and proper written grammar usage
• High comfort level with finding sources of information on the Internet
• Knowledge of customer support ticket tracking system
• Ability to adapt to a changing environment
• Independent worker with a positive attitude
• Strong time management and organization skills
• Routinely perform other tasks and special projects as requested
• Participate in scheduled staff calls
Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare 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, more than 35,000 e-book titles and many iconic reference works, including Gray's Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.
Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment. We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization. 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.