Online Product Support Associate Job Vacancy in SAGE Publications India Pvt. Ltd. Cookies Privacy Policy Delhi, Delhi – Latest Jobs in Delhi, Delhi

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Company Name : SAGE Publications India Pvt. Ltd. Cookies Privacy Policy
Location : Delhi, Delhi
Position :

Job Description : JD: Online Product Support Associate

Position Title:

Online Product Support Associate

Department:

Global Production Technology Development

Location:

IT, SAGE Delhi Office

Position(s) supervised by this position (if any)

None

REPORTING

Based in the Delhi office you will report to the Manager, Online Product Support based in the Delhi

office and/or anyone else designated by him/her.

The division reports to Head of IT Services (Asia)

OVERVIEW

1. Take overall responsibility for the daily support of SAGE’s online products.

2. Represent the Global Production Technology Development group in the Delhi office.

3. Relationships with own staff is very critical to the success of the department, must be able to co-

ordinate within your team in a professional manner.

4. Transparency and integrity (embodies and proactively models SAGE values or other global
criteria from Delhi, London and/or California)

5. Troubleshoot and display ability to deal with priority and urgent tasks with maturity and
calmness.

6. Making sure that all escalations are made in a timely manner and that corrective action is
swiftly taken

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The job functions include, but are not limited to, the following:

1. Managing day-to-day queries related to the various online products support tasks.

2. Creation of draft MARC and coordinating with BSLW for final records.

3. In-house MARC creation

4. Resolving errors at MARC & KBART level from various DSP.

5. Corrections in MARC file

6. Checking of SJ KBART file once a month to check for discrepancy

7. Ensure you should follow laid down workflows and processes.

8. Closely monitor performance, providing monthly metrics to your manager on tasks.

9. Ensure completion of online product support tasks within the established Service Level
Agreements.

10. Communicate effectively and work together with global SAGE department’s i.e. Editorial,
Marketing, Sales and Production staff to complete tasks.

11. Ensure all emails are responded to within 24 hours of receipt.

12. Perform work with moderate supervision from your manager.

13. Constantly looking for ways to improve processes

OTHERS

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JD: Online Product Support Associate

1. Provide support to the global ProdTechDev team where necessary.

2. Ensure internal key documentation is updated regularly.

3. Suggest and implement use of new technologies and processes within the department where
appropriate.

4. Work cordially and closely with the team and other departments to ensure transparency in our
systems and procedures.

SUPPORTIVE TEAM MEMBER

This includes, but is not limited to, the following:

1. Contribute ideas and give feedback to peers in a concise and productive way.

2. Participate in projects, committees, or task forces as assigned by your manager.

3. You will handle all other tasks not mentioned above as assigned to you by your superiors.

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