• Job Description

  Req#: R66703

  Do you enjoy analyzing customer issues and thinking of effective solutions and product improvements?
  

  Do you enjoy being part of team that collaborates to delivers success?
  

  About our Team
  

  We strive to deliver high quality assistance and support our customers. We aim to satisfy our customers’ needs. We work collaboratively within the team to deliver excellent service.
  

  About the Role
  

  This position is responsible for being the voice of the customer subject matter expert. Communicates product metrics, insights, trends, user feedback, actionable insights, technical information, and product improvements to the 3LS and Product Management teams. Adheres to identified work standards and processes and leverages time management, team collaboration, task prioritization, and quality-orientation skills to adapt to a variety of stakeholders needs.
  

  Responsibilities
  

  • Acting as a voice of the customer liaison between customers, Sales, and Product Teams.
  • Managing time and resources effectively to ensure that assigned work is completed efficiently and thoroughly.
  • Conducting research and testing to determine proper escalations or suggested resolution.
  • Providing training to 1st Line Support.
  • Collaborating with product groups routinely to provide relevant input, based on in-depth market knowledge, into product development / enhancement and new product opportunities.
  • Developing and maintain training materials, manuals, and learning management system.
  • Providing high quality of response to customers.
  • Working with customers over the phone in resolving problems.
  • Translating technical issues to customers.

  
  Requirements
  

  • Have a bachelor’s degree in a related area, ideally with working experience.
  • Be detail-oriented and skilled at managing multiple tasks in a time-sensitive environment.
  • Have excellent analytical, verbal, and written skills.
  • Have strong understanding and knowledge with Windows and Mac operating systems, common software, functionality and settings of multiple browsers, MS Word, MS PowerPoint, email applications, Zip Software, and using and installing browser plug-ins is required.
  • Have well-spoken and excellent writing skills in English.
  • Have basic business writing skills.
  • Assimilate and apply new job-related information in a timely manner.
  • Have interpersonal effectiveness including good communication and team skills.
  • Have superior technical translation skills.
  • Have strong presentation skills.

  
  Work in a way that works for you
  

  We promote a healthy work/life balance across the organisation. We are confident that 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 with us
  

  We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.
  

  Working for you
  

  At Elsevier, 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:
  

  • Supplementary Medical and Commercial Insurance
  • Marriage and New Baby gifts
  • Holiday and Birthday gifts
  • Annual Medical Check-up
  • Flexible Benefits via CIIC Platform
  • Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday and Maternity/Paternity Leave, Adoption Leave

  
  About Us
  

  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.
  

  Join Us
  

  Purposeful Work
  When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.
  
  Growing Every Day
  Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.
  
  Colleagues Who Care
  You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.
  
  Together, we create possibilities.
  Join us
  

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  Elsevier is 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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK .

  Please read our Candidate Privacy Policy.

• About the company

  Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance.

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