Remote Technical Support Analyst at Clarivate Analytics (Remote)

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Ex Libris, a part of Clarivate - Who we are

Ex Libris, a part of Clarivate, is a leading global provider of cloud-based solutions for higher education. Offering SaaS solutions for the management and discovery of the full spectrum of library and scholarly materials, as well as mobile campus solutions driving student engagement and success, Ex Libris serves thousands of customers in 90 countries. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter.

We're hiring a Remote Technical Support Analyst!

We are looking for a motivated, library professional with a strong background in library technologies to join our team of Support Analysts supporting Alma. As a Support Analyst, you will work in a fast-paced and exciting environment where your contributions will directly impact the success of our customers. Primarily serving librarians, you will leverage a ticketing system to review and address technical issues in a Tier 2 support role.

You will be responsible for providing the 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 or to handle implementation requirements.

What will I be doing?
  • Responding to customer tech-related problems or questions.
  • Investigate, diagnose, and adress application support issues, and documenting ongoing progress via the ticketing systems.
  • Investigate, report, and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
  • Report queries, product defects, and feature requests for resolution as appropriate.
  • Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products, processors, and feature functionality.
  • Author and maintain product support collaterals 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.

What you need:
• Bachelor's degree with at least 2 years' related client service experience, or equivalent combination of education and experience.• Ability and desire to troubleshoot and problem solve.• Proven skills with MS Office Suite of products.• Self-starting, self-motivated, team player who has the ability to work independently as well.• Ability to learn new products quickly and to adapt to changes in delivered services.• Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.• Ability to consistently follow predefined guidelines, protocols, and procedures.

Preferred Qualifications:
  • Master's degree in Library Informational Science.
  • Experience with Alma.
    Experience with XML, Web application development, CSS, SQL or Microsoft Access.
  • Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.
  • Demonstrated experience with troubleshooting in UNIX systems and/or Oracle databases.

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.
More Information on Clarivate Analytics
Clarivate Analytics operates in the Analytics industry. The company is located in Philadelphia, PA. Clarivate Analytics was founded in 2022. It has 4200 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 24 open jobs at Clarivate Analytics, click here.
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