Customer Support Executive

Who Are Emerald:
Emerald is a group of brands, compromising of Emerald Publishing, Emerald Works and Emerald Group solutions, all passionate about learning and empowering real change.

The group has evolved over the years into a dynamic, digital-first business employing over 400 people worldwide. All are driven by a common purpose to unlock talent and equip decision-makers with the evidence and tools to make smart choices and tackle real-world challenges.

Emerald Group Solutions (EGS) is part of the Emerald Group, a global organisation with a presence in 130 countries worldwide. EGS provides support across the Group, working closely with colleagues in Emerald Publishing and Emerald Works to deliver efficient services and expert solutions across a number of different specialities including finance, people, workplace facilities, legal, customer operations and technology.

In a nutshell:
Working with Support colleagues in the UK, US and Malaysia, you will be responsible for the administration of online support queries for Emerald’s electronic products and maintaining a front-line service for our customers. You will also be involved in providing quality assurance testing for new and existing electronic products and be the voice of the customer when escalating bugs to the Platform team.

Day to day we’ll trust you to:

- Ensure all customer queries into the support desk are responded to in a timely, accurate and efficient manner
- Ensure that customer access to the website is set up correctly once their account and subscription details are active
- Set up and amend trial access to Emerald’s products for new and existing customers
- Set up and amend journal access to Emerald’s products for our author community
- Maintain an excellent working knowledge of Emerald’s electronic products/services, business models and web sites
- Assist customers with general website use, usage reports, profile creation and site navigation
- Subject matter expert for functional areas of the Emerald website including search, browse, library administration, e-commerce, customer access and authentication
- Investigate ways in which the department can improve customer support services by either amending current processes or implementing new ones
- Ensure that help files are maintained in line with developments of the Emerald web platform
- Help with the standardization of responses to customer queries to improve departmental efficiency and consistency
- Raise bugs, incidents and change requests where appropriate, ensuring escalation procedures are adhered to.

You’ll need to have:

- Prior experience within a web customer support/service role is essential (Minimum 1 year)
- You must have excellent communication skills and be able to articulate technical and sometimes complex issues in a user-friendly manner
- A working knowledge of federated access through OpenAthens/Shibboleth (SAML 2.0) would be advantageous
- You must be well organized and adaptable to the changing demands of the role
- Accuracy and attention to detail are essential and the ability to think logically is vital
- Must be committed to delivering exceptional customer service in line with Emerald Group Solutions values

It’s more than just skills and experience, this is what we’d like to see:

- Experience within the publishing industry would be an advantage;
- A degree of flexibility is desirable as we provide help-desk support to our international customer base and colleagues in regional offices
- Experience of using SaaS Customer Support software (FreshDesk)

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment with numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as flexible working, up to 20% performance bonus, 6% pension contribution, a generous holiday allowance, life assurance and various benefits aimed at supporting your wellbeing and work-life balance.

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£28,000.00 per year

Additional pay:

- Performance bonus

**Benefits**:

- On-site parking
- Wellness programmes
- Work from home

Schedule:

- Monday to Friday