Clarivate is seeking to hire a Technical Support Analyst to join our team. As a vital member of the global customer care organization at Clarivate, you will be responsible for technical troubleshooting and liaising with our customers and other internal teams to ensure customer satisfaction. If this sounds like an opportunity you are interested in, then we would love to talk to you! You will be working closely with our customers. You will be reporting to Senior Manager, Customer Care.
About You – experience, education, skills, and accomplishments…
Bachelor’s degree in information science, computer science, or equivalent work experience in technical support.
2+ year of customer service experience
2+ year of experience in the library industry is preferred
Prior experience with SQL and APIs
It would be great if you also had...
Great analytical skills and ability to learn
Any programming skills
Excellent English verbal and written communication skills (B2/C1)
What will you be doing in this role?...
Analyze and isolate reported problems to develop and implement solutions while documenting ongoing progress and detailed resolutions via the ticketing system
Build relationships with library customers
Establish expertise in the Polaris and Vega software applications
Collaborate with technical support analysts and other departments in order to provide prompt, high quality support
Formulate detailed plans documenting upgrade procedures and manage technical projects
Work with development team on roll out of new features and enhancement needs
Assist in identifying bugs/defects and composing problem reports to send to the development team
About the Team
The Innovative Customer Care consists of a group of skilled librarians and technical specialist who provide direct application support for our libraries worldwide. The team collaborates closely with our Account Management and Product teams to provide our libraries with the highest level of support for the Polaris integrated library system, the Vega discovery platform, and other related products offered by Innovative Interfaces Inc.
Hours of Work
This is a permanent full-time position, with core engagement hours within CET time zone. This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.
#LI-Hybrid
Please note that only shortlisted candidates will be contacted.
At Clarivate, we are committed to providing equal employment opportunities for all 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.