This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Researcher Support Agent based in India.

This is a customer-focused, service-oriented role supporting researchers, authors, editors, and reviewers across a global editorial ecosystem. You will act as the first point of contact for users navigating editorial systems, ensuring smooth resolution of technical and process-related queries throughout the publication workflow. The role combines customer support, technical troubleshooting, and process improvement in a high-volume, fast-paced environment. You will work closely with internal teams to identify root causes of issues, improve user experience, and ensure consistent service quality. A strong emphasis is placed on clear communication, problem-solving, and ownership of end-to-end case resolution. Over time, you will also contribute to continuous improvement initiatives and support onboarding or coaching of new team members. This is an ideal opportunity for someone who enjoys helping users, solving technical problems, and improving complex digital workflows in a global setting.

• Provide high-quality first-line support to researchers, authors, editors, and reviewers across multiple communication channels, ensuring clear and accurate responses.
• Troubleshoot and resolve technical and process-related issues within editorial systems, ensuring effective root cause analysis and resolution.
• Manage and track customer queries using support tools, ensuring adherence to SLAs and maintaining high service standards.
• Collaborate with second- and third-line technical teams to escalate and resolve complex issues efficiently.
• Ensure customers are kept informed throughout the resolution process, reducing effort and improving overall experience.
• Identify recurring issues and contribute insights to improve systems, workflows, and customer journeys.
• Participate in process improvement initiatives and support Lean or continuous improvement activities where applicable.

Requirements:

• Bachelor’s degree, preferably in a scientific, technical, or related discipline.
• Strong written and verbal communication skills in fluent English.
• Experience in customer support, technical support, or service-oriented roles using chat, email, or voice channels.
• Proficiency in Microsoft Office tools and ability to adapt quickly to new systems and platforms.
• Strong analytical and problem-solving skills with the ability to perform root cause analysis on technical issues.
• Customer-centric mindset with a proactive approach to improving user experience and service quality.
• Ability to work independently, manage priorities, and perform effectively in a high-volume environment.
• Exposure to process improvement methodologies such as Lean or Six Sigma is a plus.
• Strong teamwork and collaboration skills within global, cross-functional environments.

Benefits:

• Comprehensive health insurance covering employees, immediate family, and parents.
• Life and accident insurance providing financial protection and security.
• Flexible working arrangements supporting remote and hybrid work models.
• Employee assistance programs and wellness initiatives for personal and professional support.
• Paid time off including vacation, sick leave, and special leave policies.
• Parental, maternity, and adoption support benefits for modern family needs.
• Learning and development opportunities, including study assistance and continuous improvement training.
• Exposure to a global organization focused on research, science, and healthcare innovation.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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