Emerald Publishing

Customer Support Executive

Emerald Publishing

full-time

Posted on:

Location Type: Hybrid

Location: Leeds • United Kingdom

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Salary

💰 £23,575 per year

Job Level

Junior

About the role

  • 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

Requirements

  • Prior experience within a web customer support/service role is essential (Minimum 1 year)
  • An ability to think independently, show initiative and willingness to learn using team resources
  • The successful candidate will have excellent IT skills, be familiar with web technologies and can learn new systems quickly
  • You must have excellent communication skills and be able to articulate technical and sometimes complex issues in a user-friendly manner
  • A working knowledge of federated access through OpenAthens/Shibboleth (SAML 2.0) would be advantageous
  • You must be well-organized and adaptable to the changing demands of the role
  • Accuracy and attention to detail are essential and the ability to think logically is vital
  • Must be committed to delivering exceptional customer service in line with Emerald Publishing’s values
  • Desirable Attributes:
  • Experience within the publishing industry would be an advantage
  • A degree of flexibility is desirable as we provide help-desk support to our international customer base and colleagues in regional offices
  • Experience of using SaaS Customer Support software (FreshDesk)
Benefits
  • 38 days annual leave (inclusive of bank holidays)
  • Remote flexible working
  • Discretionary performance bonus
  • 6% pension contribution (raising to 7% if you choose to increase your contribution above 2%)
  • Various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
web customer supportfederated accessOpenAthensShibbolethSAML 2.0usage reportssite navigationcustomer accesse-commercebug tracking
Soft skills
independent thinkinginitiativewillingness to learnexcellent communicationaccuracyattention to detaillogical thinkingwell-organizedadaptabilitycustomer service