Technical Support Analyst (US Shift)

Clarivate•Belgrade, ME

2d•Remote

About The Position

Clarivate is seeking to hire a Technical Support Analyst (US Shift) to join our Customer Care team. As a vital member of the global customer care organization at Clarivate, you will be responsible for acting as a first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries.

Requirements

Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent working experience
2+ years of related client service experience (Software support)

Nice To Haves

Previous working experience in a library setting or supporting software.
A master’s degree in library science
Experience with SQL
Experience with Salesforce or another ticketing system; experience with live chat support
Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.

Responsibilities

Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat.
Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products.
Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.
Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience.
Participate in phone calls with customers as needed.