Customer Support Executive

Desired candidate profile -

Provide staff in small teams with the following skill set, available for the duration of the Statement of Work, with low turnover so they can receive training and grow experience in Springer Nature data scenarios, challenges and how to go about resolving them.

Strong organisational skills, with attention to detail

Ownership and ability to see tasks through to completion, working to deadlines

Curiosity, questioning and problem solving

Understanding of data in its context: workflow dependencies and cross-system relationships

Recognise when the individual circumstances of the data do not fit the standard process and escalate for decision making

Ability to research accurately (e.g. to find out background information about an individual to propose if records in two systems that look similar might be the same person)

Comfortable with some ambiguity; happy to suggest process and system improvements

Excellent interpersonal and communication skills

Relationship building/teamwork

Works cooperatively and flexibly, supporting and learning with other members of the team

A high level of computer literacy understands common software (e.g. Microsoft Office suite) and gains new software skills quickly

Strong understanding of Excel / Sharepoint / Teams

Customer Service experience and/or sensibility desirable.