Customer Support Executive

Customer Support Executive

Department: Revenue Operations

Employment Type: Permanent - Full Time

Location: Remote, UK

Compensation: circa £23,000

Description

Working with Support colleagues in the UK, US and Malaysia, you will be responsible for the administration of online support queries for Emerald’s electronic products and maintaining a front-line service for our customers. You will also be involved in providing User Acceptance Testing for new and existing electronic products and be involved in related projects for service enhancements. Customer Support also act as the voice of the customer when escalating bugs and incidents to the Platform Support.

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. 

Day to day we’ll trust you to:   

• Ensure all customer queries into the support desk are responded to in a timely, accurate and efficient manner
• Ensure that customer access to our websites is set up correctly once their account and subscription details are active
• Set up and amend trial access to Emerald’s products for new and existing customers
• Set up and amend journal access to Emerald’s products for our author community
• Maintain an excellent working knowledge of Emerald’s electronic products/services, business models and websites
• Assist customers with general website use, usage reports, profile creation and site navigation
• Subject matter expert for functional areas of the Emerald websites including search, browse, library administration, e-commerce, customer access and authentication
• Investigate ways in which the department can improve customer support services by either amending current processes or implementing new ones
• Ensure that help files are maintained in line with developments of the Emerald web platforms
• Help with the standardization of responses to customer queries to improve departmental efficiency and consistency
• Raise bugs, incidents and change requests where appropriate, ensuring escalation procedures are adhered to.

You’ll need to have:   

• Experience with Support Desk software, such as Zendesk/Freshdesk or similar
• Industry-specific knowledge about the academic marketplace and the publishing industry
…