Researcher Support Agent

Researcher Support Agent

Do you like collaborating across teams to deliver success for customers?

Would you like to provide first-class guidance and support to the customer?

About our Team

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.

About the Role

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.

Responsibilities

• 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.

Requirements

• 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.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working remotely from home or in our office in a flexible hybrid pattern
• Working flexible hours - flexing the times you work in the day

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.
• Enhanced Health Insurance Options: Competitive rates negotiated by the company.
• Group Life Insurance: Ensuring financial security for your loved ones.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• Long-Service Awards: Recognizing dedication and commitment.
• New Baby Gift: Celebrating the joy of parenthood.
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
• Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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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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