Help Desk Agent (Freshers)

As a Critical Support Specialist, you will play a vital role in assisting authors, editors, and stakeholders by addressing inquiries and escalating complex issues. Your strong communication and problem-solving skills, along with a dedication to delivering high-quality service, will be key to excelling in this role. Your responsibilities will include: - Responding to a diverse range of inquiries from authors and stakeholders, following standard operating procedures (SOPs) and utilizing internal knowledge bases. - Escalating complex or non-standard inquiries to the appropriate team or individual. - Maintaining accurate records of all interactions and inquiries. - Providing timely and helpful responses to inquiries to ensure a positive user experience. - Assisting authors with various manuscript-related queries. - Collaborating with internal teams to facilitate efficient resolution of inquiries. - Contributing to the ongoing enhancement of support processes. - Identifying and documenting common issues, as well as suggesting improvements to SOPs and knowledge base content. To qualify for this role, you should have: - An undergraduate degree in any discipline. - Excellent communication skills, both written and verbal. - Strong problem-solving and analytical skills. - The ability to work independently and collaboratively within a team. - Knowledge of journal publishing processes (preferred). - The capacity to manage multiple tasks and prioritize effectively. - Adaptability to thrive in a fast-paced environment. Join our team and make a valuable contribution to supporting our stakeholders and enhancing our support processes.,