Remote Technical Customer Support

Remote Technical Customer Support, SSRN

Do you enjoy resolving complex issues for customers?

Do you have a passion for supporting customers and clients?

About the Team

SSRN is an Elsevier company devoted to providing "tomorrow’s research today”. Through our market-leading platform, we facilitate free author posting and peer sharing of numerous disciplines of research. Similarly, researchers can visit the SSRN platform for free, to download and learn from the latest early research.

About the Role 

As Remote Technical Customer Support, you will provide support to customers and clients of SSRN's website and products by troubleshooting, recreating, and resolving complex issues raised. Document and escalate when necessary to third level engineering. This role is based in the US.

Responsibilities 

• Investigate system errors and problems as reported by customers and staff
• Determine and document the best plan of action needed to resolve a problem
• Strive to deliver excellent service and ensure a positive customer experience
• Maintain detailed records of customer interactions, issues, and resolutions for future reference
• Create defect tickets for cases where developer attention is necessary
• Contribute to and update internal documentation, FAQs, and troubleshooting guides
• Miscellaneous tasks and projects as assigned
• Attend staff and department calls

Requirements 

• Able to resolve customer incidents quickly and accurately
• Strong testing and troubleshooting skills
• Have a thorough and investigative approach to proactively identifying and solving complex problems
• Have a keen eye for detail
• Able to communicate well both verbally and in writing
• Ability to work independently, learn quickly, and accomplish tasks with limited supervision

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health plan benefits

• Employee Assistance Program

• Retirement Benefits

• Various Leave Programs

• Educational Assistance

• Disability, Life and Accidental Death Insurance

• Paid Vacation

• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

New York State is required to post salary banding. This role is estimated based on location, experience and internal equity and for Home-Based NY is expected to land between $40,000-47,500 annually.

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