Customer Support Executive

Job Description

Working with Support colleagues in the UK, US and Malaysia, you will be responsible for the administration of online support queries for Emerald’s electronic products and maintaining a front-line service for our customers. You will also be involved in providing quality assurance testing for new and existing electronic products and be involved in related projects for service enhancements. Customer Support also act as the voice of the customer when escalating bugs and incidents to the Platform team.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

About our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

We receive a high volume of interest in our roles and may close applications early if we reach capacity. We strongly recommend applying as soon as possible to avoid disappointment.
If you require additional time to complete your application due to accessibility needs or other circumstances, please don’t hesitate to contact us, we’re happy to support you.

Day to day we’ll trust you to:   

• 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 andauthentication
• 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

You’ll need to have:   

• 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)

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays), remote flexible working, a discretionary performance bonus, 6% pension contribution (raising to 7% if you choose to increase your contribution above 2%) and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at peopleteam@emerald.com and let us know.