Do you enjoy being part of team that delivers quality customer service?
Do you enjoy ensuring the quality of service delivered?
About our Team
The Pure Support Team is part of a global Team based in Denmark, Americas, Korea, Japan and Singapore. The general responsibility of the Pure Support team is provide enterprise-level support to customer Pure administrators & system owners. Pure is the growing market leader for university research management systems. It is used by 600+ research institutions in 50 countries. We are looking for a Chinese-speaking Pure Product Specialist resident in China.
About the Role
We are looking for a person with passion to join our Global Pure Support Team. Your role is centered around providing fast and accurate responses to clients to solve the challenges they may encounter. To support our clients, we also produce webinars and other types of internal and external documentation.
You must be native Chinese/Mandarin-speaker and have a very strong command of English – both verbally and in writing.
The role can be based in our offices in Shanghai, Beijing, Shenzhen or can be home-based.
Responsibilities
· Joining an entrepreneurial, but global team.
· As part of a team dedicated to take responsibility, building knowledge every day and understanding client needs.
· Providing complex support to a demaning audience. We mainly support our customers in writing with relatively few phone calls and video meetings.
· Participate and drive ad-hoc projects within client services tooling, quality control and other areas relating to the actual support effort.
Requirements
· Passion and persistence for helping people and solving complex problems.
· Experience as an IT Supporter or other IT profile is advantage. Another way into the job could be experience in information/content management and flows, e.g. as a librarian, technical writer, data processor or other. We are open to hiring with little or low relevant experience, for example if you have recently finished your education.
· You are curious and a fast learner. You have a strong drive in wanting to understand how things work.
· Experience in - or passion for - analyzing customer requests to determine the underlying needs, gather the right answers and provide them in a friendly and professional way.
· Experience in developing partnerships with key stakeholders. You get things done in a multi-cultural environment. You’re a master simplifier in a complex environment.
· Experience in problem solving (structured thinking, analytical, brainy).
· Strong work ethic, self-motivated.
Work in a Way That Works for You
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance, and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for You
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Medical and Life Insurance
- Long‑Service Award
- Marriage and New Baby Gifts
- Festivals and Birthday Gifts
- Annual Medical Check‑up
- Flexible Benefits via CIIC Platform
- Paid Time Off, including annual leave, family care leave, and public holidays
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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Skills Required
- Native Chinese or Mandarin language proficiency
- Very strong verbal and written English proficiency
- Passion and persistence for helping people and solving complex problems
- Curiosity and ability to learn quickly
- Ability to analyze customer requests and identify underlying needs
- Strong problem-solving and analytical thinking skills
- Ability to develop partnerships with key stakeholders in a multicultural environment
- Strong work ethic and self-motivation
- Experience as an IT supporter or in another IT-related role
- Experience in information or content management, technical writing, data processing, or related workflows
Elsevier Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Elsevier and has not been reviewed or approved by Elsevier.
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Leave & Time Off Breadth — Feedback suggests paid time off spans vacation, holidays, sick days, bereavement, military leave, and volunteer time. Family-related leave options are also emphasized as part of the package.
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Healthcare Strength — Feedback suggests medical, dental, vision, life insurance, wellness initiatives, and an EAP form a comprehensive health offering. Gym support and wellbeing hubs reinforce an ongoing health and wellness focus.
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Retirement Support — Feedback suggests retirement programs include a 401(k)/retirement plan and pension options, with long-term savings vehicles such as an employee stock purchase plan also available. These elements contribute to a sense of financial security beyond base pay.
Elsevier Insights
What We Do
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals, empowering them to make better decisions, and deliver better care. Because informed decisions lead to better outcomes, Elsevier is a leader in information and analytics for customers across the global research and health ecosystems. Elsevier helps researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. We do this by facilitating insights and critical decision-making for customers across the global research and health ecosystems.
