Job Description

About Straive:

Straive (earlier known as SPi Global) is a market leading content solutions company providing content creation services, course design, data operations and platform-based technology solutions.

Ed-Tech, Data Solutions, Research and Education Content Services form the core pillars of the company’s long-term vision. With the acquisition of LearningMate in 2020, Straive is an end-to end content and technology partner to K-12, higher education players, digital publishers and LMS providers. The companyis a specialized solutions provider to business information providers in finance, legal, real estate, life sciences and logistics. Straive continues to be the leading content services provider to research and education publishers.

In early 2021, SPi Global rebranded itself to Straive. The rebranding exercise saw a revamp of the visual identity of the company including a new brand colour, logo, refreshed website and social channels. The name Straive encompasses the company's increased focus on AI-driven solutions and signifies its ongoing endeavor to continuously enhance the value the company brings to its customers, to its employees and to the community. The new brand logo represents Straive’s commitment to unravel the power of information by “Connecting the Dots''.

With a client-base scoping 30 countries worldwide, Straive’s multi-geographical resource pool is strategically located in eight countries - India, Philippines, USA, Nicaragua, Vietnam, United Kingdom and the company headquarters in Singapore.

Website: https://www.straive.com/ LinkedIn

Job Summary:

This role provides critical support to authors, editors, and other stakeholders by responding to inquiries and escalating complex issues. The ideal candidate will possess strong communication and problem-solving skills, and a commitment to providing high-quality service.

Responsibilities:

• Respond to a wide range of inquiries from authors and other stakeholders, utilizing standard operating procedures (SOPs) and internal knowledge bases.
• Escalate complex or non-standard inquiries to the appropriate team or individual.
• Maintain accurate records of all interactions and inquiries.
• Provide timely and helpful responses to inquiries, ensuring a positive user experience.
• Assist authors with various manuscript-related queries.
• Collaborate with internal teams to ensure efficient resolution of inquiries.
• Contribute to the continuous improvement of support processes.
• Identify and document common issues and suggest improvements to SOPs and knowledge base content.

Qualifications:

The candidate should have an undergraduate degree in any life science discipline with following skills.

• Excellent communication skills (written and verbal).
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Knowledge of journal publishing processes (preferred).
• Ability to handle multiple tasks and prioritize effectively.
• Ability to work in a fast-paced environment.