Customer / Product Support Representative
Clarivate (Malaysia) Sdn Bhd
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RM 3000 - RM 4000
Bayan Baru
Full-Time
Job Description
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our colleagues grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.
Product Support Representative (PSR)
- Join a global organization supporting people creating innovations that change the world.
- Participate in a 9-week training program to set you up for success
- Accelerate and develop your career in Customer Service
- We’re launching a world-class Global Business Center in Penang, Malaysia and have multiple opportunities available. If you are looking to start a career at an amazing company where you will continually learn and grow, now is the time to join our team!
About the role
As a Product Support Representative, you will be interacting with EMEA and AMER customers via phone, email and live chat, answering product, content, training and technical troubleshooting queries mainly on publishing S1 manuscripts : Author, Reviewer, Editor, Admin and Developer support.
Please find the FAQs on S1 support: https://clarivate.com/webofsciencegroup/support/scholarone-manuscripts/faqs-help/.
In this role you will develop deep product and technical expertise that will help you support and deliver exceptional customer service. Working across our various communication channels, you will need strong communication, analytical and problem-solving skills. Always professional, you will provide timely, accurate and value-adding customer service to all internal, external, and potential customers.
As a Product Support Representative, you will be interacting with EMEA and AMER customers via phone, email and live chat, answering product, content, training and technical troubleshooting queries mainly on publishing S1 manuscripts : Author, Reviewer, Editor, Admin and Developer support.
Please find the FAQs on S1 support: https://clarivate.com/webofsciencegroup/support/scholarone-manuscripts/faqs-help/.
In this role you will develop deep product and technical expertise that will help you support and deliver exceptional customer service. Working across our various communication channels, you will need strong communication, analytical and problem-solving skills. Always professional, you will provide timely, accurate and value-adding customer service to all internal, external, and potential customers.
- Shift Hours / Working Hours: To support US evening shift / after US Office hours shifts. This would be a fixed shift in Penang. To start the shift between 5.00am or 6am MYT / 4.00pm or 5.00pm EST
- There will be no shift differentials for this support hours
- During Training period the work hours can be from 8.00pm or 9.00pm MYT / 7.00am or 8.00am EST
Job Requirements
To be successful in this role you must be able to ask the right questions and find the right solutions. With exceptional English communication skills, both written and verbal, portraying a can-do attitude, enjoying taking ownership of customer enquiries through to resolution and acting with a sense of urgency to deliver great customer outcomes. We’re looking for people who are logical thinkers. People who can critically, quickly and strategically solve issues whilst delivering exceptional customer experiences. If you are curious and enjoy working in an environment with a strong culture of learning then this role will be right for you!
- We are looking for high energy, talented individuals who possess the following skills and attributes:
- Proven customer service skills within a B2B environment where you are supporting professionals and building customer rapport and trusted partnerships
- Confident, clear and pleasant communication skills, both verbal and written
- A strong desire to learn - wants to know more and continually grow
- Ability to confidently engage with a variety of users, comfortable with asking probing questions, seeking clarification, doing research and using your initiative to resolve customer issues Analytical, troubleshooting, and decision-making skills
- Being a team player who is always willing to help others
- Attention to detail and ability to multi-task and while maintaining a sense of urgency
- Additional language skills are a plus
- Tertiary qualification in relevant field are desirable but not essential – for example Scientific, Research, Publishing or Bio-Chem or Pharma background
- Basic technical troubleshooting experience
Company Benefits
Fun & Engaging Team!
Our team is fun, happy and energized! We practice open communication, healthy team work environment!
Global Exposure
You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!
Awesome Medical Benefits
Excellent medical benefits all for employees!
Awesome Type of Leaves
We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!
Attractive Remuneration
We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!
Additional Info
Experience Level
1 - 15 Years of Experience
Job Specialisation
Customer Service
Company Profile
Clarivate (Malaysia) Sdn Bhd
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and CPA. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.
We employ more than 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT.
Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
Customer / Product Support Representative
Clarivate (Malaysia) Sdn BhdRM 3000 - RM 4000
Bayan Baru
Full-Time
This job is no longer available