Technical Support Analyst (US Shift) - Remote Eligible
Clarivate
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 SQL
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
The team consists of a group of skilled librarians who provide direct application support for our libraries.
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.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.