Customer Care Advisor

📋 Description

• Offer assistance to academic and scholarly customers in scientific, technical, and medical publishing through various channels including phone, email, chat, or customer service platforms.

• Engage directly with Silverchair clients, fostering and sustaining professional relationships.

• Duplicate customer issues and provide Tier 1 support.

• Record comprehensive support requests and document customer interactions.

• Recognize when a customer may be at risk and escalate the issue to appropriate internal teams.

• Utilize AI tools to improve workflow efficiency and automate various tasks.

⛳️ Requirements

• Strong proficiency in English, both written and spoken.

• A two-year undergraduate degree, ideally in computer science, information science, or a related discipline.

• Previous experience in technical support or customer service within a software company.

• Familiarity with ScholarOne or experience in the STEM publishing sector is advantageous.

• Knowledge of Salesforce is a plus.

🏝️ Benefits

• Opportunity for remote work.

• Commitment to being an Equal Opportunity Employer.

• Inclusive hiring practices.

• Reasonable accommodations for qualified individuals with disabilities.