We are looking for an entry level Technical Support Analyst to join our global Customer Care team. This is an amazing opportunity to learn more about our products within Academia & Government. In this role, you would analyze and resolve complex software-related issues. The inner team consists of 9 people and is reporting to the Manager of Customer Care.
If you have previous experience in technical support analysis and would like to develop your career in the Academia & Government segment, we would love to speak with you.
About You – experience, education, skills, and accomplishments
Bachelor’s degree and/or 2+ years of experience in a relevant customer facing role (e.g. customer care, technical support, library, etc.)
Fluent in Portuguese and English language, Spanish is also a great tool
It would be great if you also have…
Library or Information Science degree or Experience in the Library industry
Ability to communicate (written and spoken) in Spanish
What will you be doing in this role?
Act as first point of contact for technical assistance via cases, chat, e-mails or other customer service systems.
Use technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.
Escalate more technical and unique issues to senior staff and ensure appropriate communication with customers.
Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
Investigate, report and document customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate.
Coordinate resolution of interoperability issues across the product families or external vendors.
About the Team
Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success.
Hours of Work
This is a full-time permanent position based in Santiago, Chile and will require hybrid working in our Santiago office (2 – 3 days per week in office, rest of week remote).
This position requires weekday (Monday – Friday) attendance with some scheduling flexibility available around core working hours.
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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.