Tier II Support Analyst (PST Hours)

Tier 2 Support Analyst
 

Do you enjoy supporting users of SaaS products?
 

Are you motivated by excellence in service and product enhancement ?
 

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

In this role you will support our users and clients by answering questions, educating and empowering customers to become better Interfolio users. You will proactively look for solutions to problems and propose improvements. You will help our clients optimize use of our platform and drive product change based on their feedback.
 

Responsibilities

• Resolving support cases across all our products via phone, email, and live chat.

• Coordinating and managing product escalations with stakeholders in Product, Engineering, Sales, and Professional Services

• Delivering periodic training to users and clients

• Developing a deep understanding of Interfolio’s suite of products; helping create best practices for customer success (e.g. toolkits; prioritized enhancements, etc.)

• Taking escalation ownership for complex cases routed from Support

• Advocating internally for our clients including voicing their challenges, compliments, and feedback.

Requirements

• Have experience working in customer support helpdesk or similar role for a SaaS platform OR experience working service-oriented jobs

• Possess very good organization, project management, time management, and communication skills

• Demonstrate ability to troubleshoot and diagnose customer issues

• Have experience providing technical and/or training support for technology

• Have prior experience testing and reporting software bugs to engineering

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

Work in a way that works for you

We promote a healthy work/life balance across the organization. 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.
 

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