Technical Customer Support Specialist

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 remote Product Support team in Colombia . 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:

This role is ideal for professionals who thrive in a home‑based environment and enjoy helping customers resolve issues efficiently and empathetically.
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 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.

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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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