Emerald Publishing

Customer Support

• 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
• 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

Customer Support Executive