Researcher Support Agent

• Provide first-class, professional customer service with fluent written and verbal support in English.
• Work within agreed service levels, exceed customer expectations, and deliver complete, accurate responses at the first point of contact.
• Take ownership of all tasks, collaborating with second-line support or business partners to manage issues through to resolution.
• Utilize support tools such as Beyond Trust and JIRA for root cause analysis, identifying technical issues, and applying appropriate resolutions.
• Follow the correct escalation process, capturing and presenting clear information for faster resolution by second- and third-line teams.
• Anticipate customer questions, reduce customer effort, keep customers informed, and focus on first-time resolution.
• Meet productivity standards, adhere to department policies and procedures, and understand customer roles, personas, and the end-to-end customer journey.
• Adopt a proactive, culturally aware approach to customer service, adapting to customer needs and offering relevant additional products or services.

• Experienced in using Microsoft Office programs effectively.
• Proactively focuses on personal development and continuous learning.
• Actively advocates and demonstrates customer centricity in all interactions.
• Fluent in both written and verbal English.
• Understands Elsevier and its business environment.
• Educated to degree level, preferably within a scientific field.
• Experienced in professional communication through chat, telephone, and email.
• Able to challenge and improve processes, complete effective root cause analysis for technical queries, and apply Lean Six Sigma knowledge where advantageous.

We promote a healthy work/life balance across the organization and offer an appealing working prospect. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we support your immediate responsibilities and long-term goals.

• Working remotely from home or in our office in a flexible hybrid pattern.
• Working flexible hours – flexing the times you work in the day.

We know that your wellbeing and happiness are key to a long and successful career. We are delighted to offer the following benefits:

• Comprehensive Health Insurance: Covers you, your immediate family, and parents.
• Enhanced Health Insurance Options: Competitive rates negotiated by the company.
• Group Life Insurance: Ensuring financial security for your loved ones.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• Long-Service Awards: Recognizing dedication and commitment.
• New Baby Gift: Celebrating the joy of parenthood.
• Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
• Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
• Free Transport pick up and drop from home - office - home (applies in Chennai).