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Customer Support Specialist-Remote US, Canada or Mexico

Company: RELX Group
Location: Ohio
Posted on: January 16, 2022

Job Description:

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 analytics company.
    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 Aalborg.
    • 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 professional way.
      • 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 environment.
      • Strong problem solver (structured thinking, analytical, brainy).
      • 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.

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          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 or if you are based in the US you may also contact us on 1.855.833.5120.
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Keywords: RELX Group, Rockford , Customer Support Specialist-Remote US, Canada or Mexico, Other , Ohio, Illinois

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