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 interna

📌 Researcher Support Agent (Chennai)
🏢 Elsevier
📍 Chennai