Consulting Services Representative, Digital Commons

Are you comfortable with technology and a strong problem solver? Do you enjoy collaborating with international teams and clients? The Consulting Services Representative is an entry-level position for someone who excels at collaborative communication and is comfortable learning new software while contributing to our clients' success.
- Digital Commons

is the leading hosted repository platform for the publication and dissemination of scholarly work. It allows faculty, researchers, healthcare practitioners, and students to publish, manage and showcase their work while providing detailed analytics showing the impact of their work in the research community.

Purpose of the Role:
Our Consulting Services department supports over 600 academic institutions through the initial onboarding of Digital Commons and provides ongoing customer support and training to help our customers maximize the use and benefits of our products/services. For the Consulting Services Representative, this requires a readiness to investigate and respond to queries from users of our academic journals and research repositories.

Based in or near Singapore, the consultant will provide support during local business hours in both fluent Mandarin and English.

Your Responsibilities:

- Coordinate closely with the wider Digital Commons (DC) Consulting Services team, learn the basic protocols to implement common change requests and resolve common client queries within the first three months of hire
- Respond fully and professionally to all queries from internal colleagues and external users within one business day
- Interpret a user’s need beyond the user’s initial query: from context, anticipate the user’s wider need and how to help the user accomplish their objective
- Collaborate as needed with our DC Technical Team to convey clients’ needs, any earlier attempts at resolution, and the steps to reproduce or illustrate a problem
- Prioritize completing messages and tasks while keeping stakeholders aware of progress and next steps
- Develop ongoing expertise in Digital Commons and adjacent services, following the needs of our user community
- Create, translate, and update documentation of features and workflows for common reference and consistency across situations
- Provide general assistance to the team as needed. This may include, but is not limited to, filing feature requests, product testing, HTML/PDF editing, running reports, entering/editing data, and providing feedback to help streamline or expand our services as our growing business requires.

Our Required Qualities and Capabilities:

- Fluent English and Mandarin. Nuanced written and oral comprehension a must.
- 1+ year(s) in a customer-facing role
- High attention to quality and detail
- Strong written communication skills: ability to articulate instructions clearly, gently, and quickly
- Experience juggling multiple tasks, frequently consulting multiple sources of information
- Enthusiasm and initiative to contribute beyond a narrow job description
- Strong familiarity with MS Word, Excel, PDFs
- Basic CSS/HTML
- Ability to pick up and troubleshoot new technologies quickly and independently
- Humor and diplomacy

We offer:

- Flexible scheduling
- Remote working
- Competitive base salary
- Medical, dental, vision and 401K benefits
- Excellent hands-on training program and a team to support you
- Numerous online resources to assist with self-development and career progression
- Opportunity for growth in a truly global organization with a clear career path

This is a full-time position with great benefits and a busy but casual atmosphere. If you have the above, we want to meet you right away.

Digital Commons is developed by bepress, an Elsevier business based in downtown Berkeley. Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity.

Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding. We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education industries.Please read our