- As a Customer Support Representative, you''ll be the first point of contact for users of the ScholarOne platform, including:
- Researchers and authors submitting manuscripts
- Journal editors managing peer review
- Peer reviewers
- Publishing administrators and conference organizers
- You''ll help them navigate the platform, troubleshoot issues, answer workflow questions, and ensure they can successfully complete their publishing activities.
- Typical issues include login problems, manuscript submissions, file uploads, reviewer assignments, editorial workflows, and system navigation.

Nature of the Role

- This is not a voice-based call centre role.
- It is a knowledge-intensive customer support position where you''ll:
- Investigate customer issues
- Understand publishing workflows
- Analyze system behaviour
- Respond through email and ticketing systems




- Occasionally support customers through live chat
- Escalate complex technical issues when required Success comes from robust analytical thinking, excellent written communication, patience, and a customer-first mindset.
- Training & Learning
- You''ll receive structured training on:
- Academic publishing ecosystem
- ScholarOne platform
- Manuscript submission process
- Peer review lifecycle
- Editorial workflows
- Customer communication standards
- Ticket management
- Salesforce and internal support tools The training combines instructor-led sessions, documentation, shadowing experienced analysts, hands-on practice, and assessments before taking live customer requests.

📌 Customer Support Representative (Maharashtra)
🏢 Crimson Interactive
📍 Maharashtra