Support Specialist for Article Submission Systems

3 weeks ago

London, Greater London, United Kingdom Springer Nature Full time
About Springer Nature

Springer Nature is a leading global publisher of scientific, technical, and medical content. Our mission is to advance discovery and application of knowledge for the benefit of society. We strive to be a trusted source of information and a partner to researchers, educators, and professionals worldwide.

Job Title: Article Submission System Support Specialist

We are seeking a highly skilled and experienced Support Specialist to join our team. As an Article Submission System Support Specialist, you will be responsible for providing exceptional customer service to authors, peer reviewers, editors, and editorial board members as they progress through their publishing journey with Springer Nature.

Key Responsibilities:
  • Provide timely and effective support to customers through various channels, including email, phone, and chat.
  • Manage the submission system inbox to ensure queries are resolved within agreed targets.
  • Report on queries (volume and query type) and provide customer insights to the submission system development teams and stakeholders.
  • Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes.
  • Engage in project management duties, working closely with stakeholders on new developments and implementations.
Requirements:
  • Previous customer service experience, preferably in a publishing or related industry.
  • Excellent written and verbal communication skills in English, with a high level of computer literacy.
  • Strong organizational skills, with the ability to prioritize and work under pressure.
  • Proven ability to manage multiple tasks at a time while paying strict attention to detail.
  • Ability to work to tight deadlines and react quickly to changing priorities.
  • Excellent influencing skills and a positive, proactive approach to problem-solving.
What We Offer:

At Springer Nature, we value diversity, equity, and inclusion. We strive to create a workplace where everyone feels welcome, valued, and empowered to contribute their best work. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity.

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