Journal Support Specialist

Job Title Journal Support Specialist Location Pune About Springer Nature Group Springer Nature opens the doors to discovery for researchers educators clinicians and other professionals Every day around the globe our imprints books journals platforms and technology solutions reach millions of people For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today more than ever we see it as our responsibility to ensure that fundamental knowledge can be found verified understood and used by our communities - enabling them to improve outcomes make progress and benefit the generations that follow About the Brand Springer Nature Technology and Publishing Solutions is the technology and publishing solutions arm of the Springer Nature Group We leverage our insight in the publishing domain and acquire produce and deliver content across media and markets using our Technology and Publishing Solutions With a focus on technology driven solutions and deep insight in the publishing domain Springer Nature Technology and Publishing Solutions offers a range of services that help our Group brand acquire produce and deliver content in the most efficient ways possible We are driven by over 1000 professionals in Technology Research Analysis and Marketing shared services About the Role Journal Support is part of the Springer Nature Customer Service SNCS which acts as a front-line support for journals With our top reputation and satisfaction scores SN is well-placed to be the most customer-centric business in our industry and our team focuses on delivering a unified and consistent support experience for our journal authors external editors and reviewers Journal Support is made up of a first level BPO team supported by 2nd level agents The 2nd level agents are responsible for escalated and complicated issues and queries and for assisting the first level team in growing their knowledge to continually learn develop and improve performance Roles Responsibilities Maintain good knowledge of business objectives priorities projects product and services development and how these translate to department priorities and projects Apply relevant policies and legislation including GDPR compliance Conduct quality and accuracy checks on BPO work completing monthly calibration sessions and regular feedback on quality and performance Participation in department projects and initiatives including system testing policy changes Creation and update of support articles to improve self-help Employing six sigma methodology to identify improvement opportunities and suggest process changes or training need to drive quality and improved performance Knowledge and understanding of department strategy aligning work to team and department targets - understand performance metrics and look for ways to improve them Ability to build collaborative relationships with other SNCS teams stakeholders and other teams in the business to grow knowledge and provide excellent service to authors Experience Skills Qualifications Experience 1- 5 years Skills Good Communication Skill written and spoken English Strong Publishing background knowledge- editorial workflows and peer review systems Strong analytical and logical reasoning ability Customer service and business communication experience Strong computer PC skills MS Word Excel Outlook SAP desirable Continuous improvement mindset Ability to build relationships and collaborative in approach Able to multi-task and re-align priorities as need requires Qualifications Bachelor s Master s degree in any discipline Please Note- In accordance with our internal career movement guidance 12 months in current role is a requirement before applying to a new role Internal applicants We encourage you to speak to your manager once the interview process has started At the point of offer acceptance it is required that you inform your manager If for any reason you re unable to do so please contact HR who can provide guidance as required Candidates will be considered on a first come first serve basis Interested applicants are encouraged to apply at the earliest to ensure timely consideration At Springer Nature we value the diversity of our teams and work to build an inclusive culture where people are treated fairly and can bring their differences to work and thrive We empower our colleagues and value their diverse perspectives as we strive to attract nurture and develop the very best talent Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards Find out more about our DEI work here If you have any access needs related to disability neurodivergence or a chronic condition please contact us so we can make all necessary accommodation For more information about career opportunities in Springer Nature please visit LI-NV1 Job Posting End Date 4-11-2025