Technical Support Analyst

Clarivate • Ann Arbor, MI

6d • Hybrid

About The Position

We are looking for a Technical Support Analyst to join our team in Ann Arbor! In this role you will provide product support to external and internal clients that will encompass both functional and technical aspects of our IP products Foundation IP, Memotech and Inprotech. You will collaborate closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction. We would love to speak with you if you’re tech savvy with great troubleshooting and customer support skills!

Requirements

• Bachelor's degree or equivalent work experience in a customer care environment
• A minimum of 2 years equivalent and progressive work experience

Nice To Haves

• Oracle or SQL Server knowledge
• Proficiency in Microsoft Office
• Experience with Web Servers configuration, SQL queries and IIS

Responsibilities

• Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
• Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)
• Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers.
• Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
• Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.
• Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
• Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.

What This Job Offers

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