What You'll Do
As a Customer Support Representative, you'll be the first point of contact for users of the ScholarOne platform, including:
- Researchers and authors submitting manuscripts
- Journal editors managing peer review
- Peer reviewers
- Publishing administrators and conference organizers
You'll help them navigate the platform, troubleshoot issues, answer workflow questions, and ensure they can successfully complete their publishing activities. Typical issues include login problems, manuscript submissions, file uploads, reviewer assignments, editorial workflows, and system navigation.
Nature of the Role
This is not a voice-based call centre role. It is a knowledge-intensive customer support position where you'll:
- Investigate customer issues
- Understand publishing workflows
- Analyze system behaviour
- Respond through email and ticketing systems
- Occasionally support customers through live chat
- Escalate complex technical issues when required
Success comes from strong analytical thinking, excellent written communication, patience, and a customer-first mindset.
Training & Learning
You'll receive structured training on:
- Academic publishing ecosystem
- ScholarOne platform
- Manuscript submission process
- Peer review lifecycle
- Editorial workflows
- Customer communication standards
- Ticket management
- Salesforce and internal support tools
The training combines instructor-led sessions, documentation, shadowing experienced analysts, hands-on practice, and assessments before taking live customer requests.
Working Hours
This position supports international customers, so the working hours are:
1:00 AM – 10:00 AM (IST)
We're looking for someone who:
- Enjoys solving problems
- Communicates clearly in written English
- Learns new software quickly
- Can remain calm while handling customer queries
- Is detail-oriented and process-driven
- Is comfortable working night shifts
Pay: ₹25,000.00 - ₹45,000.00 per month
Benefits:
Work Location: In person
