I am an Editorial Support Agent, Customer Service Representative, and Open Research Support at Straive. We have 3 modes of communication such as Email, Phone, and Chat to answer the questions and concerns of our customers.
The tools that we use are Freshdesk, Freshchat, Slack, Contract Express, DocuSign, SAP, JIRA.
Some of my tasks are:
? Providing support to authors from Pre-Submission to Post-Publication concerns
? Creating Non-Standard Copyright/License requests
? Following process driven workflows to answer customer’s concern
