Customer Support Specialist-Remote US, Canada or Mexico
Company: RELX Group
Posted on: January 16, 2022
Customer Support Specialist- Remote US, Canada or Mexico
- Must be fluent in Spanish
We are looking for a person with passion to join our Global Pure
Support Team. Pure is the growing market leader for university
research management systems. It is used by 300 universities in more
than 35 countries. Research is an essential and very complex area,
and Pure helps universities be more competitive by enabling
research management, networking, profiling, reporting, funding, and
award management. Pure is part of Elsevier, a global information
Our clients are demanding - they are senior people in the research
management offices who expect first-class support on a
sophisticated, innovative, and fast-evolving product.
And that's where you come in. You will provide support from North
America - either home-based or from one of our office locations -
to help our clients use Pure to the maximum.
You will be part of a great team of Pure Product Specialists -
currently 2 in Singapore, 6 in Aalborg (Denmark) and 2 in USA. Your
role is centered around providing fast and accurate responses to
clients to solve the challenges they may encounter. To support our
clients, we also produce webinars and other types of internal and
external documentation. This role can sit anywhere in the US but
you must be able to work East Coast Hours.
Why you'll love working here
- You will be joining an entrepreneurial, but global team (Pure
was acquired by Elsevier as a start-up 9 years ago); part of the
RELX Group (NYSE: RELX), an FTSE100 leader in information solutions
for professionals. Our Aalborg (Denmark) office is the hub of a
global Pure family of around 100 people with 80 of those working in
- You will be professionally challenged, as part of a team
dedicated to taking responsibility, building knowledge every day
and understanding client needs.
- What's great about the role is that it's truly global. But even
though the team works on three continents, we are a tightly-knit
team where helpfulness, learning, curiosity, and passion for
friendly client communication drive us.
- We are informal, we have fun at work and we help each other get
better. We invest time in learning from each other and will help
you be a success.
What you should bring
- Passion and persistence for helping people and solving complex
problems. Our product is complex, and this is 2nd level support
towards admins, not end-user support.
- One way into the job is experience as an IT Supporter or other
IT profile. Another way into the job could be experience in
information/content management and flows, e.g. as a librarian,
technical writer, data processor or other.
- You are curious and a fast learner. You have a strong drive in
wanting to understand how things work.
- You can analyze customer requests to determine the underlying
needs, gather the right answers and provide them in a friendly and
- You're biased toward action and develop strong partnerships
with key stakeholders. You get things done in a multi-cultural
environment. You're a master simplifier in a complex
- Strong problem solver (structured thinking, analytical,
- An understanding of the university research domain is an
advantage, but not a requirement.
You will collaborate in an international environment with
colleagues from, among other places, Singapore, Amsterdam, Denmark
and New York. A strong command of both English and Spanish written
and spoken is a must. You are either a native Spanish-speaker with
strong command of English or vice-versa.
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. If a qualified
individual with a disability or disabled veteran needs a reasonable
accommodation to use or access our online system, that individual
should please contact firstname.lastname@example.org or if you are based
in the US you may also contact us on 1.855.833.5120.
Keywords: RELX Group, Rockford , Customer Support Specialist-Remote US, Canada or Mexico, Other , Ohio, Illinois
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