Client SupportExecutive(Call/Chat/Email)

Job Description

• Provide focused, timely and appropriate response to customer requests.
• Rotational shift
• Responsible for first‐ and second‐level customer support calls.
• Accurately document and communicate problems for escalated help request to third level support.
• Proactively contact customers to ensure customer satisfaction and ticket resolution.
• Create and run reports that help support the effectiveness and efficiency of Publications Customer Services. Coordinate with appropriate staff to monitor Production Application Systems.
• Assist with keeping documentation current. Work collaboratively with staff throughout the division to identify and resolve issues and to contribute to enhancement of products and services.
• Support and assist Journal Offices processes and best practices.
• Organize and communicate new resolution procedures to appropriate staff and management.
• Work with management to organize timely releases of new products and functionality.

Preferred candidate profile

• Accurately document and communicate problems for escalated help request to third level support.
• Help Desk experience and understanding
• Strong written and oral communications
• Analytical and organizational skills
• Remote support experience
• Experience with Help Desk ticketing system
• Experience with call center system