Institutional Support Specialist

2 weeks ago

London, United Kingdom Springer Nature Full time

**Date**:Feb 22, 2024

**Location**: London, GB

**Company**:Springer Nature Group

**About Springer Nature Group**

**Institutional Support Specialist**

**Fixed Term Contract**

**Location: London, UK**

**Closing date: 7th March 2024**

We are looking to recruit an enthusiastic and highly organised **Institutional Support Specialist.**

We provide customer support for Springer Nature online products globally. We are part of the Operations division, and we focus on institutional customers with licensed access to our content.

**Purpose of the Role**

You will be establishing and maintaining access, troubleshooting access issues and identifying and reporting system issues.

Queries are channelled to us via Freshdesk, our CRM system. Full training will be given.

The role is part of a global Customer Service team and there may be opportunity for travel.

**Responsibilities**
- Establishing & maintaining access for institutional customers
- Troubleshoot access to content for institutional customers
- Identify and report system issues
- Ensure that work of the first level team meets required quality standards
- Achieve productivity goals as agreed by Manager
- Attend department and company meetings as required
- Maintain awareness and comply with PCI and GDPR data security requirements
- Comply with all code of conduct and technology usage standards
- Liaise with line manager on any issues relevant to customers, team or policies and escalate to manager when required
- Field questions escalated from other teams / departments.
- Participate in any ad hoc projects of customer service tasks as delegated by the manager as business needs arise
- Provide resources for other areas of customer service as needed.

**Experience, Skills & Qualifications**
- Customer service
- Technical troubleshooting
- Problem solving
- Teamwork
- Excellent communication skills
- Understanding of digital products
- Degree level or equivalent

LI-AC1

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

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