Customer Support Executive

Department: Revenue Operations

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


• Role-specific knowledge, such as how academic libraries facilitate access to their subscriptions and understanding how users can be authenticated for access


• Role-specific experience, such as having a customer service mindset, escalating bugs to engineers, troubleshooting access queries for paying customers, and experience with conducting user-acceptance testing (UAT)

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 [email protected] and let us know.