Customer Support/Ops Analyst I

Client Services Account Specialist, Aries Systems

Trusted and relied on by thousands of scholarly journals and millions of global users, Aries’ SaaS based tools bring scientific and medical research from the laboratory to the world.   We help researchers make new discoveries, help doctors save lives, and provide support to healthcare professionals throughout their careers.  If that‘s a cause you want to contribute to, consider joining us! 

New to the Elsevier family, Aries Systems has experience tremendous success and has a thirty plus year history of innovation. Aries is dedicated to providing scholarly journals with leading-edge workflow solutions (Editorial Manager and ProduXion Manager).  Aries Systems transforms the way scholarly publishers bring high-value content to the world. The company’s innovative and forward-looking workflow solutions manage the complexities of modern print and electronic publishing—from submission to editorial management and peer review, to production tracking and publishing channel distribution.  Aries Systems is committed to delivering solutions that help publishers and scholars enhance the discovery and dissemination of human knowledge.  You can learn more about Aries and our products at: https://www.ariessys.com/

Purpose of the role:

The Account Specialist role offers an entry level role with tremendous growth opportunity in our Client Services group.  The Account Specialist will troubleshoot and track customer questions related to the use of our Editorial Manager (EM) and ProduXion Manager (PM) software, as well as providing first level support.  As this position is expected to develop into an Account Coordinator role, we are looking for an individual with a genuine interest in exploring new developments in the STM publishing community.  The ideal candidate will have at least one year experience working in a software support / customer service-related field or in an editorial office.  Experience in the scholarly publishing industry is extremely beneficial but not required. College graduates with exemplary written communications skills and technology aptitude are encouraged to apply.

Responsibilities:

• Develop a general understanding of editorial workflows and how our products facilitate them.
• Perform first line troubleshooting of software-related issues end-users may experience.
• Perform software testing to recreate system problems.
• Triage and escalation of technical issues as necessary.
• Assist Account Coordinators with implementations, troubleshooting, and other assigned support tasks.
• Participate in customer training sessions.
• Preparing and conducting sessions at our annual User Group Meeting.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Basic understanding of web-based environments a must.
• Knowledge of multiple computer platforms and internet browsers.
• Demonstrated excellence in written and verbal communication.
• Detail oriented, with strong organizational skills.
• Ability to manage multiple priorities.
• Highly flexible and diplomatic.
• Ability to work in a collaborative team environment.
• Above-average writing and communication skills.
• Account management, and business development skills a plus.

Work in a way that works for you

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

• Working remotely from home or any other work location
• Working flexible hours - flexing the times you work in the day

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/Aries, 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:

• Comprehensive, multi-carrier health plan benefits
• Disability insurance
• Dependent Care and Commuter Spending Accounts
• Life and Accident Insu