Customer Support Representative
hace 2 semanas
Customer Support Representative (E-Helpdesk)
Primary Job Responsibilities
- Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
- Customer Centric Mindset, exceed customer expectations by providing best customer service experience
- Ownership and knows how to take proactive initiative in solving customer’s issue
- Make escalation and work with higher level technical team to update case status
- Build relationship with internal and external stakeholders, collaborate with sales, CXC, product/tech engineers to speed up resolution
Required Education and Skills
- University degree or higher in computer science, information management or a related technical field
- Business level of written and verbal communication skills in English is mandatory
- Thorough knowledge of software, hardware, and networking
- Excellent troubleshooting skills, passion for problem-solving and investigation
- Proven ability in process challenge and improvement
- Ability to communicate information clearly and concisely to customers with various levels of technical experience
- Experience with Elsevier product/solutions is a plus
- At least 3 years working experience in tech support, experience of supporting academic or life science customers is a big advantage.
Please read our
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