Help Desk Agent (Freshers)

Summary :

This role provides critical support to authors, editors, and other stakeholders by responding to inquiries and escalating complex issues. The ideal candidate will possess strong communication and problem-solving skills, and a commitment to providing high-quality

service.

Responsibilities :

1. Respond to a wide range of inquiries from authors and other stakeholders, utilizing standard operating procedures (SOPs) and internal knowledge bases.

2. Escalate complex or non-standard inquiries to the appropriate team or individual.

3. Maintain accurate records of all interactions and inquiries.

4. Provide timely and helpful responses to inquiries, ensuring a positive user experience.

5. Assist authors with various manuscript-related queries.

6. Collaborate with internal teams to ensure efficient resolution of inquiries.

7. Contribute to the continuous improvement of support processes.

8. Identify and document common issues and suggest improvements to SOPs and knowledge base content.

Qualifications :

The candidate should have an undergraduate degree in any discipline with following skills.

1. Excellent communication skills (written and verbal).

2. Strong problem-solving and analytical skills.

3. Ability to work independently and as part of a team.

4. Knowledge of journal publishing processes (preferred).

5. Ability to handle multiple tasks and prioritize effectively.

6. Ability to work in a fast-paced environment.