- 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 (Mumbai)
🏢 Crimson Interactive
📍 Mumbai