We are looking for a motivated Technical Consultant to join our dynamic and agile Software Development & Engineering Team. As a Technical Consultant, you will play a key role in supporting our innovative software solutions. This is an amazing opportunity to work in the 3rd Level Support for our IP Management System IPfolio.
If you have a passion for Salesforce, a strong customer focus and basic knowledge in software development, we welcome you to join our team.
About You – experience, education, skills, and accomplishments
- At least 2 years of experience with Salesforce (SFDX, Logs, Apex,...)
- At least 2 years of experience in Customer Service
- Ability to understand customer needs
- Team Player with social & communicational competence
- Strong problem-solving abilities with a proactive approach to finding solutions.
- Excellent communication skills in English (written and spoken)
It would be great if you also had . . .
- Salesforce Certifications as Salesforce Administrator
- Experience of IP Management Systems desirable, preferably knowledge of the IPfolio application and its interfaces.
What will you be doing in this role?
- Customer Ticket Analysis
- Initial 3rd Level Analysis
- In-depth technical analysis in collaboration with a Developer and/or Product Owner if necessary
- Provide access to customer productive and test systems for deeper investigation
- Cross team collaboration between all stakeholders (e.g. Premium Service Team, Professional Service Team, DevOps, Product)
- Customer communication
- Start and support the internal escalation process for critical and substantial issues
- Support Bug Process
- Prepare Tickets for the Bug Triage
- Provide internal reproducibility incl. customer configuration and data constellation
- Perform data correction on customer systems
- Retest Bugs/Improvements if needed
- Support RCA
- Support Scrum Team
- Provide customer specific data and configuration for Story and Bug preparation/implementation
- Support the test and go live process of new features on the customer system
Product you will be developing
IPfolio is an IP Management System which supports the entire IP lifecycle. With IPfolio, corporate IP teams can automate docketing processes, gain a global overview of their IP portfolio, benefit from best-practice workflows and manage all kinds of IP.
About the Team
Our 3rd Level Support Team provides excellent customer service and manages the 3rd Level Support within a development team. As a Technical Consultant in this team, you will work with professionals from different departments solving complex technical problems with efficiency and expertise. We're not just a team; we're like a work family.
Hours of Work
Full-time, permanent position.
#hybrid-Barcelona, Graz, Belgrade
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.
Top Skills
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
