Editorial Systems Support Specialist
7 days ago
Company Description Established in 2013, Leza Solutions is a trusted provider of integrated digital solutions, having served over 100 businesses. As part of our operation, we specialize in delivering innovative solutions for scholarly journals, including serving as the official reseller and support partner for Aries Systems (an Elsevier company) to offer their industry-leading platform, Editorial Manager (EM). Our mission is to empower publishers and societies by providing a comprehensive suite of services designed to streamline workflows, expand reach, and enhance publication quality. This includes first-line technical support, system implementation, workflow consulting, journal website development, and a full range of editorial and production services.
Role Description We are seeking an experienced and technically proficient Editorial Systems Specialist with deep knowledge of scholarly publishing workflows. Hands-on experience with Aries Systems (Elsevier)'s Editorial Manager (EM) is highly desirable and will be a significant advantage. You will be a key resource for our clients, ensuring they successfully implement and utilize journal management systems to manage their peer review and production processes effectively. This remote role involves a blend of technical configuration, client support, training, and workflow consultation, requiring excellent self-discipline and communication skills.
Responsibilities Assist with the technical implementation and configuration of Editorial Manager (EM) or other provided journal management systems. Provide timely and effective technical support to clients. Troubleshoot, diagnose, and resolve user-reported issues. Develop and deliver engaging remote training sessions and user documentation. Analyze client publishing workflows and provide expert recommendations for optimization using best practices. Configure system settings, user roles, letter templates, and submission forms tailored to specific journal requirements. Manage the support ticket lifecycle efficiently, including escalation to higher support tiers when necessary. Contribute to the development and maintenance of knowledge base resources. Collaborate effectively with sales and operations teams to provide technical expertise and support the client lifecycle. Act as a subject matter expert on journal management system, staying updated on new features, releases, and relevant industry trends.
Qualifications Strong understanding of scholarly publishing workflows, including manuscript submission, peer review processes, and editorial office management. Minimum of a Bachelor's degree in a relevant field. Excellent problem-solving, analytical, and troubleshooting skills. Strong communication skills (written and verbal) in English, with the ability to explain technical concepts clearly. Client-facing experience with a commitment to providing excellent customer service. Ability to work independently and manage multiple tasks effectively. Technical aptitude and ability to learn new software systems quickly, particularly journal management systems. Proven, hands-on experience working extensively with Editorial Manager (EM) is highly desirable. Experience providing technical support or training for software applications is a plus. Prior experience working within a journal editorial office is advantageous. Familiarity with XML, JATS, HTML, or CSS is a plus. Fluency in Arabic or other regional languages is also desirable.
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