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