Customer Support Executive (FTC)

Customer Support Executive (FTC)

Department: Customer Operations

Employment Type: Fixed Term - Full Time

Location: Remote first, UK

Compensation: circa £23,000

Description

Working with Support colleagues in the UK and Malaysia, you will be responsible for administering and resolving online support queries for Emerald’s electronic products; and maintaining a front-line service for our customers as we migrate to a new platform. A degree of flexibility is therefore essential as we provide help-desk support to our international customer base and colleagues in regional offices.

This is a Fixed-term Contract for a period of 6 months.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

Our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

What you will be doing:

• Customer Champion: Respond to all customer queries with speed, accuracy, and efficiency, ensuring their access to our websites is seamless.
• Access Guru: Set up and amend trial and journal access for new and existing customers, as well as our author community.
• Product Expert: Maintain an excellent working knowledge of Emerald’s electronic products, services, business models, and websites.
• Support Hero: Assist customers with general website use, usage reports, profile creation, and site navigation.
• Problem Solver: Raise bugs, incidents, and change requests, ensuring escalation procedures are followed to the letter.

You’ll need to have:   

• Experience: At least 1 year in a web customer support/service role.
• Tech Savvy: Excellent IT skills, familiarity with web technologies, and the ability to learn new systems quickly.
• Communication Pro: Outstanding communication skills, with the ability to explain technical and complex issues in a user-friendly manner.
• Access Knowledge: A working knowledge of access and authentication methods like OpenAthens/Shibboleth (SAML 2.0) and Azure AD is a plus.
• Organised & Adaptable: Well-organized and able to adapt to the changing demands of the role.
• Detail-Oriented: Accuracy and attention to detail are essential, along with logical thinking.
• Customer Service Commitment: A dedication to delivering exceptional customer service in line with Emerald Publishing’s values.

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at peopleteam@emerald.com and let us know. Apply