Helpdesk Support

Our dedicated team of helpdesk service support agents are skilled at supporting the needs of key society and publisher stakeholders using their systems and services. Compuscript provides email, chat, social media and phone support for resolving or triaging customer inquiries from authors, reviewers, editors, subscribers, librarians, internal staff and others. Our team receives, troubleshoots/resolves low/medium level requests, and escalates issues to the appropriate client staff when necessary. We monitor incoming requests for trends or system problems, communicating to more senior members on high-impact problems. We create and run routine reports that identify potential problems for products, systems, and monitor escalation timeframes. This position requires associates with strong customer service skills. Working closely with our clients through the training process, we have been successful in building, and adding to this team as necessary.

The main areas of inquiry are as follows:

•   Application workflows including peer review

•   Editorial office practices

•   Internal business processes and applications

•   Client account management

•   Copyright and permission questions

•   Documentation and process management

•   Periodical subscriptions and book access