Customer Support Representative (E-Helpdesk)Primary Job Responsibilities- Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues- Customer Centric Mindset, exceed customer expectations by providing best customer service experience- Ownership and knows how to take proactive initiative in solving customer’s issue- Make escalation and work with higher level technical team to update case status- Build relationship with internal and external stakeholders, collaborate with sales, CXC, product/tech engineers to speed up resolutionRequired Education and Skills- University degree or higher in computer science, information management or a related technical field- Business level of written and verbal communication skills in English is mandatory- Thorough knowledge of software, hardware, and networking- Excellent troubleshooting skills, passion for problem-solving and investigation- Proven ability in process challenge and improvement- Ability to communicate information clearly and concisely to customers with various levels of technical experience- Experience with Elsevier product/solutions is a plus- At least 3 years working experience in tech support, experience of supporting academic or life science customers is a big advantage.Please read our