Elsevier
Tech Customer Spt Specialist I
📍 Remote - CO
🕑 Full-Time
💰 TBD
💻 Data Science
🗓️ November 25th, 2025
ETL
Interfolio
MySQL
Edtech.com's Summary
Elsevier is hiring a Tech Customer Support Specialist I. This role involves providing technical support and guidance to users and clients of Elsevier's faculty-focused technology products such as Web Profiles, Interfolio Faculty Information System, and Pure. The specialist will resolve inquiries, support implementations, and act as a client advocate to improve product success and customer experience.
Highlights
- Provide expert technical support through email and Teams while meeting SLAs.
- Identify blockers and coordinate solutions across teams focused on client deadlines.
- Guide clients on best practices and maintain help documentation and training materials.
- Support implementations by collaborating with client project managers.
- Build strong relationships with technical and non-technical client staff.
- Perform root-cause analysis on support tickets to drive improvements.
- Valued experience with ETL services, BI tools (Tableau, Sisense, Microstrategy, Qlik, DataStudio), and Python.
- Requires Bachelor's degree in Computer Science or related field and 2+ years database knowledge (Postgres, MySQL, Snowflake).
- Proficient in SQL, APIs (Postman), internet protocols (XML, HTTP, SFTP, REST, SOAP), and programming in a high-level language.
- Experience with Agile methodology and strong communication skills to explain technical concepts to non-technical users.
Tech Customer Spt Specialist I Full Description
About Us:
Elsevier is on a mission to build smart, inspired and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.
About the Team:
Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond. Offering colleges and universities increased clarity and insight into faculty data to help achieve their strategic initiatives, Interfolio believes that advancing the faculty will advance the institution.
About the Role:
We are seeking a Technical Customer Support Specialist I to join our Product Support team. As part of the Services team, you will support our users and clients by answering questions related to our products, including Web Profiles, Interfolio Faculty Information System, and Pure, while educating and empowering customers to become better users.
You will proactively look for solutions to problems, propose improvements, and act as an internal ambassador for clients, helping them succeed with our platform and driving product change based on their feedback.
Responsibilities:
- Provide expert assistance to clients by addressing and resolving inbound support inquiries through email and occasional Teams meetings, while meeting defined SLAs.
- Proactively identify blockers and coordinate cross-team resolution with an eye to client deadlines.
- Offer clients guidance on best practices and update help documentation and training materials as needed.
- Develop an understanding of the suite of products such as Interfolio's Faculty Information System, Pure, and Web Profiles.
- Support internal and external client project managers to ensure timely delivery of implementation where required.
- Build and foster strong relationships with technical and non-technical staff at client institutions.
- Identify and act on opportunities for improvement to advance business goals.
- Perform root-cause analysis on support tickets.
- Additionally, experience with ETL services, Business Intelligence tools (Tableau, Sisense, Microstrategy, Qlik, DataStudio), and Python is highly valued.
Requirements:
- Bachelor's degree in Computer Science or related field.
- 2+ years of database knowledge (Postgres, MySQL, Snowflake).
- Excellent communication skills to explain technical concepts to non-technical users.
- Understanding of internet protocols and related technologies (XML, HTTP, SFTP, REST, SOAP).
- Proficiency in SQL and experience with relational databases or cloud-based data warehouses.
- Familiarity with Postman/APIs and API management.
- Experience with data integration projects and programming in a high-level language.
- Strong problem-solving abilities and customer-focused mindset.
- Experience working in an Agile environment.
Work in a way that works for you:
We promote a healthy work/life balance across the organisation. 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 well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Private Medical/Dental Plan
- Savings Fund
- Life Insurance
- Meal/Grocery Voucher
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. 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 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.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
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.
USA Job Seekers:
