Application Support Analyst

Clarivate • Ann Arbor, MI

5d • Hybrid

About The Position

The Application Support Analyst provides functional and technical product support to external and internal clients using Clarivate’s Foundation IP, Memotech, and Inprotech products. The role works closely with end-users, IT teams, and vendors to address technical challenges, provide guidance, and maintain customer satisfaction.

The analyst serves as a primary customer contact after customers go live, responding to questions ranging from product inquiries and enhancement requests to data and technical issues and system bugs. The role is part of a support team that includes engineers and product specialists serving North America.

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

• Act 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 through various communication channels.
• Escalate technical or unusual issues to senior staff and ensure appropriate communication with customers.
• Gather information from users to diagnose technical issues and document detailed support requests.
• Resolve incidents in accordance with Service Level Agreements, prioritize and resolve quick issues, and escalate other issues to the relevant function.
• Investigate, report, and document customer issues and enhancement requests, and keep internal and external stakeholders updated as appropriate.
• Represent the voice of the customer by reporting feedback to support organizational learning and coordinate best practices across the organization.

What This Job Offers

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