Tier 1 Customer Support Agent

Are you a dedicated customer support professional?

Would you like to take your career to the next level as a member of our product support team?

About our Team

Interfolio by Elsevier is on a mission to build smart, inspired and useful products for faculty and academic communities.

By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.

Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond.

Offering colleges and universities increased clarity and insight into faculty data to help achieve their strategic initiatives, Interfolio believes that advancing the faculty will advance the institution.

About the Role

As part of the Interfolio Product Support team, you will support users and Institutional clients by answering Interfolio questions and educating and empowering customers to become better Interfolio users.

As an entry-level position of our support team, you proactively look for solutions to problems and propose improvements.

Responsibilities

Resolving inbound support cases, phone calls, and / or live chats from university administrators, faculty, & staff, and our Dossier student users

Coordinating and managing product escalations with our clients and internal stakeholders in Product, Engineering, Sales, and Professional Services

Developing a deep understanding of Interfolio’s suite of products including Dossier, Faculty Search, and Review, Promotion, & Tenure

Identifying areas of user friction and make recommendations to internal teams for improvement

Joining client trainings and webinars, as needed, to enhance our users’ product knowledge

Contributing to our internal and external knowledgebase to document product best practices

Requirements

Have experience working in a customer support, helpdesk or similar role

Possess technical curiosity and the desire to learn

Be able to troubleshoot and diagnose customer issues

Have experience with Salesforce, Zendesk, HelpScout, or similar CRM

Have excellent verbal and written communication skills

Be based in the United States and available to work Mountain or Pacific time zones.

Work in a way that works for you

We promote a healthy work / life balance across the organisation. 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 for you

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 :

Health Benefits : Comprehensive, multi-carrier program for medical, dental and vision benefits

Retirement Benefits : 401(k) with match and an Employee Share Purchase Plan

Wellbeing : Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

About the Business

A global leader in information and analytics, we help researchers and healthcare professionals 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’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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 : , or please contact 1-855-833-5120.

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