Job Description

Customer Support Executive

Do you enjoy being part of a team that delivers quality customer service?

Are you an experienced agent with a \xe2\x80\x98can do\xe2\x80\x99 attitude and enthusiasm that inspires others?

About our Team

Our team definition "Our team\'s groundbreaking initiative supports Asha workers in India, empowering them with "Clinical Path Primary Care" by Elsevier, a web based application. This digital tool revolutionizes primary healthcare, delivering better outcomes and upskilling front-line health workers. We manage reports, coordinate stakeholders, and share insights to enhance healthcare strategies. We aim to support multiple Indian states: Andhra Pradesh, Assam, Bihar, Gujarat, Madhya Pradesh, Karnataka, Rajasthan, and Uttar Pradesh. Our support is provided in their native language, ensuring seamless adoption and utilization of this transformative medical device to improve healthcare and promote digital upskilling among front-line health workers.

About the Role

As a Customer Support Executive delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services. Your aim is to ensure that all products and services function properly. This position is also responsible for business batch processing and change management support. It is an entry-level position that responds to email/call system/ management alerts to handle system/operations exceptions.

Responsibilities

Resolving technical support inquiries directly or indirectly through on-site and/or remote first-level support representatives.

Performing routine assignments in the entry level to a professional job progression.

Providing prompt recovery and problem escalation using multiple system management and problem management tools.

Working closely with development teams, support teams and vendors to coordinate special operations, and communicate/escalate problems to meet assigned deadlines.

Providing analytical support for the development & enhancement of system interfaces and develop/enhance those tools under technical direction from seniors.

Assisting in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operations.

Working closely with support groups to refine system monitoring, reporting, and to assist them in their analysis and problem recovery.

Providing prompt, clear, and timely communications; log, coordinate, and communicate problems using standard problem management and escalation procedures.

Requirements

2 to 5 Years of experience

Able to speak fluent English, Hindi, and Marathi (Mandatory)

Have a knowledge of Mobile web-based Applications.

Have good written communications, problem solving & change management skills.

Have a knowledge of analytical support for system interfaces.

Have functional & conceptual knowledge of theories, practices, and procedures within a job discipline.

Work in a way that works for you

We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working with us

We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it.

Working for you

At Elsevier, we know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Group Health Insurance Policy (covering self and family)

Group Life insurance/accident policy

Generous long-service awards

New Baby gift

Subsidized food provided (applies to India- Chennai)

Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, Gazetted Public Holiday, and Maternity/Paternity Leave

Free Transport provided to and from the office (applies to India-Chennai)

About Us

A global leader in information and analytics, we help researchers and healthcare professionals\xe2\x80\x99 advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world\xe2\x80\x99s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

Join Us

Purposeful Work
When you work with us, your work matters. You are part of an organization that nurtures your curiosity to stimulate innovation for the communities that we serve.

Growing Every Day
Like the communities we serve, you are on a constant path of discovery to shape your career and personal development.

Colleagues Who Care
You will be part of the Elsevier family. We will support your well-being and provide the flexibility you need to thrive at work and home.

Together, we create possibilities.
Join us



Elsevier is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: .

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