Elsevier is seeking a Remote Technical Customer Support professional to provide expert support for the SSRN website and products. You will troubleshoot, recreate, and resolve complex customer issues, ensuring service excellence and a positive user experience.
What You'll Do
- 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.
- Complete miscellaneous tasks and projects as assigned.
- Attend staff and department calls.
What We're Looking For
- Able to resolve customer incidents quickly and accurately.
- Strong testing and troubleshooting skills.
- A thorough and investigative approach to proactively identifying and solving complex problems.
- 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.
Benefits & Compensation
- Compensation: $40,000-47,500 annually (for Home-Based NY, based on location, experience, and internal equity).
- 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.
Work Mode
This is a fully remote position open to candidates located within the United States.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
