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- Tasks: Help customers solve technical issues with SSRN's platform and products.
- Company: SSRN, an Elsevier company, connects researchers with cutting-edge research.
- Benefits: Enjoy flexible hours, health plans, educational assistance, and paid volunteer days.
- Why this job: Join a supportive team that values work-life balance and personal growth.
- Qualifications: Strong problem-solving skills and the ability to communicate effectively.
- Other info: Remote position with opportunities for professional development and community involvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Remote Technical Customer Support, SSRN
Do you enjoy resolving complex issues for customers?
Do you have a passion for supporting customers and clients?
About the Team
SSRN is an Elsevier company devoted to providing \”tomorrow’s research today”. Through our market-leading platform, we facilitate free author posting and peer sharing of numerous disciplines of research. Similarly, researchers can visit the SSRN platform for free, to download and learn from the latest early research.
About the Role
As Remote Technical Customer Support, you will provide support to customers and clients of SSRN\’s website and products by troubleshooting, recreating, and resolving complex issues raised. Document and escalate when necessary to third level engineering.
Responsibilities
- Investigate system errors and problems as reported by customers and staff
- Determine and document the best plan of action needed to resolve a problem
- Strive to deliver excellent service and ensure a positive customer experience
- Maintain detailed records of customer interactions, issues, and resolutions for future reference
- Create defect tickets for cases where developer attention is necessary
- Contribute to and update internal documentation, FAQs, and troubleshooting guides
- Miscellaneous tasks and projects as assigned
- Attend staff and department calls
Requirements
- Able to resolve customer incidents quickly and accurately
- Strong testing and troubleshooting skills
- Have a thorough and investigative approach to proactively identifying and solving complex problems
- Have a keen eye for detail
- Able to communicate well both verbally and in writing
- Ability to work independently, learn quickly, and accomplish tasks with limited supervision
Work in a way that works for you
We promote a healthy work/life balance across the organization. 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.
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Working flexible hours – flexing the times when you work in the day to help you fit everything in and work when you are the most productive
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:
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Health plan benefits
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Employee Assistance Program
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Retirement Benefits
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Various Leave Programs
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Educational Assistance
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Disability, Life and Accidental Death Insurance
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Paid Vacation
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Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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.
New York State is required to post salary banding. This role is estimated based on location, experience and internal equity and for Home-Based NY is expected to land between $48,000.00 – 63,900.00 annually.
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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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Remote Technical Customer Support employer: Elsevier
Contact Detail:
Elsevier Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Technical Customer Support
✨Tip Number 1
Familiarise yourself with the SSRN platform and its features. Understanding how the website operates and the common issues users face will give you an edge in troubleshooting and resolving customer queries effectively.
✨Tip Number 2
Brush up on your technical skills, especially in troubleshooting and problem-solving. Being able to quickly identify and resolve issues will not only impress during interviews but also demonstrate your capability to handle the role.
✨Tip Number 3
Practice your communication skills, both verbal and written. As a customer support representative, you'll need to explain complex issues clearly and concisely, so being articulate will help you stand out.
✨Tip Number 4
Showcase your ability to work independently and manage your time effectively. Since this is a remote position, demonstrating that you can accomplish tasks with limited supervision will be crucial in your application.
We think you need these skills to ace Remote Technical Customer Support
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Remote Technical Customer Support role. Familiarise yourself with troubleshooting processes and customer service best practices to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in technical support or customer service. Provide specific examples of how you've resolved complex issues and contributed to positive customer experiences.
Showcase Communication Skills: Since the role requires strong verbal and written communication skills, ensure your application reflects this. Use clear and concise language, and consider including examples of how you've effectively communicated with customers in the past.
Tailor Your Application: Customise your CV and cover letter for this specific position at SSRN. Mention their commitment to research and customer support, and express your enthusiasm for contributing to their mission of providing 'tomorrow’s research today'.
How to prepare for a job interview at Elsevier
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've resolved complex customer issues in the past. Highlight your troubleshooting process and the steps you took to ensure a positive outcome.
✨Demonstrate Strong Communication Abilities
Since the role requires clear communication with customers, practice articulating your thoughts clearly and concisely. Be ready to explain technical concepts in simple terms, as this will be crucial in your interactions.
✨Familiarise Yourself with SSRN's Platform
Take some time to explore the SSRN platform before your interview. Understanding its features and common issues can help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your ability to handle customer complaints or technical problems. Think through potential scenarios and how you would approach resolving them while maintaining excellent customer service.
