Tier 1 Customer Care Advisor

PLANet System GroupTM has successfully partnered with leading companies and societies in the scholarly publishing world for over two decades. Adapting to the industry demands, we focus on three major fields: custom development and implementation of our web-based applications, creating innovative solutions and providing specialized services.

We have established a European Scholarly hub in Novi Sad, Serbia with 200+ professionals embodying our core values of quality, tolerance and friendship.

We are looking for a

Tier 1 Customer Care Advisor

Job description:

The Tier 1 Customer Care Advisor Team Member provides technical support to ScholarOne Manuscripts and ScholarOne Abstracts submission platforms.

This team member will interface directly with customers and will represent the face of the company to them, building and maintaining effective, positive, professional relationships with customers and becoming a trusted advisor to our clients in troubleshooting their issues.

Tier 1 Customer Care Advisor Team Member will provide technical support to authors, reviewers, editors, scientific journals administrators and other parties involved ensuring that the peer-review process is handled smoothly and efficiently.

This team member will replicate customer problems and perform Tier 1 root cause analysis, working with technical peers and escalating and routing problems efficiently.

Requirements:

• Excellent English language and communication skills
• Excellent customer service skills; a deep understanding that the customer’s perception is the customer’s reality and the drive to provide excellent customer service
• Quick learner, can grasp product capabilities and understand user experience
• Commitment, a strong work ethic, persistence and dedication in performing tasks
• Demonstrated ability to efficiently learn new tools and techniques.
• University degree not mandatory (technical education background experience would be considered as an advantage)
• Previous work experience is not obligatory (past technical support or customer support experience working for a software company would be considered as an advantage)
• Ability to work flexible hours, including 15:00 – 23:00h

Assets:

• Proactive problem-solver
• Curious and engaged
• A fast learner who can effectively apply new technologies and concepts
• (Basic) Understanding/Knowledge of HTML, CSS, XML, and Microsoft applications
• An ability to work independently and as part of a team
• Collegial and team-oriented
• Outstanding time management skills
• Ability to work under pressure to meet deadlines

Why work with us?

• Be a part of a welcoming and diverse family of 200+ closely connected professionals
• You will be supported by an experienced team lead providing constant guidance throughout your PSG experience
• Relaxed atmosphere in our cozy office spaces
• Company culture built on tolerance, respect and knowledge sharing

What do we offer?

• Rich and diverse social calendar
• In-house team and individual coaching
• Private health insurance
• Common spaces well stocked with beverages and snacks
• On-hand legal consultant
• Complimentary yoga classes

Only shortlisted candidates will be contacted.

Please send your CV and Cover Letter in English.