Technical Support Analyst (US shift)

Clarivate is seeking to hire a Technical Support Analyst (US Shift) to join our Customer Care team. As a vital member of the global customer care organization at Clarivate, you will be responsible for acting as a first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries.

If this sounds like an opportunity you are interested in, then we would love to talk to you! 

About You

• Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent working experience

• 2+ years of related client service experience (Software support)

It would be great if you also had . . .  

• Previous working experience in a library setting or supporting software.

• A master’s degree in library science

• Experience with XML, Web application development, CSS, SQL, or Microsoft Access

• Experience with Salesforce or another ticketing system; experience with live chat support

• Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.

What will you be doing in this role? 

• Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat.

• Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products.

• Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

• Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience.

• Participate in phone calls with customers as needed.

About the Team   

This team of analysts is very collaborative and works closely with the Alma Global Subject Matter Experts team.  Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base.

Hours of Work 

This is a permanent full-time position, working hours are from 2pm to 10pm. This is a remote position.

Benefits 

• Holidays: 25 days paid leave per annum  

• Private Health Insurance  

• Paid Lunch  

• Yearly Bonus  

• Yearly Merit Plan  

• My Learning Platform  

• Fit Pass  

• Life Insurance 

• Accident Insurance 

• Company bicycles for rent free of charge 

Please note that only shortlisted candidates will be contacted.