Researcher Support Agent

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.

What you'll do

• Provide first-class, professional customer service with fluent written and verbal support in English
• Work within agreed service levels, exceed customer expectations, and deliver complete, accurate responses at the first point of contact
• Take ownership of all tasks, collaborating with second-line support or business partners to manage issues through to resolution
• Use support tools such as Beyond Trust and JIRA to conduct root cause analysis, identify technical issues, and apply the right resolution
• Follow the correct escalation process when required, capturing and presenting clear information to support faster resolution by second- and third-line teams

What you need

• Root cause analysis
• Six Sigma
• MS Office
• Customer service
• JIRA
• Communication