We are looking for a Technical Support Analyst to join our global Customer Care team! The main purpose of the Technical Support Analyst is to proactively manage the customer base by building long term relationships, provide effective resolution of day-to-day issues and enhance the reputation of the Company by providing great Customer Service.
This is an amazing opportunity to work in technical product support and customer communication within our Academia and Government suite of products. If this sounds like an opportunity you are interested in, then we would love to talk to you!
About You – experience, education, skills, and accomplishments.
2-5 years of experience working in a related Customer Care or library environment.
Bachelor’s degree (Library Sciences, STEM or Computer Science) or equivalent relevant experience.
Fluency in English required.
It would be great if you also had . . .
Experience with MS Office (Excel, Word and PowerPoint).
Master’s degree (or equivalent qualification/experience) in library sciences or information sciences.
Professional experience in technical customer support work
What will you be doing in this role?
Respond to customer tech related problems or questions via phone, email and chat.
Investigate, diagnose and address application support issues, and document ongoing progress via the ticketing systems.
Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
Report queries, product defects and feature requests for resolution as appropriate.
Participate in product discussions, working closely with senior members of the team to optimize the customer experience.
Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality.
Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.
About the Team
The team consists of 6 people and is reporting to a team leader and manager. We’re a European team of experts with different professional backgrounds, nationalities and locations working together for a shared mission.
Hours of Work
This is a full-time permanent position based in Barcelona, Spain and will require hybrid working in our Barcelona office (2 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.
#LI-Onsite, #LI-Hybrid
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.