Application Support Analyst

Clarivate • Ann Arbor, MI

5d • Hybrid

About The Position

Clarivate is hiring an Application Support Analyst to provide functional and technical product support for its Foundation IP, Memotech, and Inprotech products. The role supports external and internal clients and works closely with end-users, IT teams, and vendors to address technical challenges, provide guidance, and maintain customer satisfaction.

The Support team serves as the main customer contact after go-live and handles inquiries ranging from product questions and enhancement requests to data and technical issues and system bugs. The role is hybrid in the Ann Arbor office, with an eight-hour shift scheduled between 8:00 AM and 8:00 PM EST. Shift hours may vary to meet specific requirements.

Requirements

• Bachelor's degree or equivalent work experience in a customer care environment.
• At least 2 years of experience in a technical support or customer service role.
• Strong troubleshooting and customer support skills.

Nice To Haves

• Knowledge of Oracle or SQL Server.
• Proficiency in Microsoft Office.
• Experience configuring web servers, writing SQL queries, and working with IIS.

Responsibilities

• Serve as the first point of contact for technical assistance by phone, email, chat, or customer service systems.
• Resolve customer inquiries and requests about products and services professionally, accurately, courteously, and promptly.
• Escalate technical or unusual issues to senior staff and ensure appropriate communication with customers.
• Gather information to diagnose technical issues and document detailed support requests.
• Resolve incidents according to service-level agreements, prioritizing quick resolutions and escalating other issues to the relevant function.
• Investigate, report, and document customer issues and enhancement requests, keeping internal and external stakeholders updated as appropriate.
• Represent the voice of the customer by reporting feedback and contributing to organizational learning and coordinated best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level