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!
About You – experience, education, skills, and accomplishments
Bachelor's degree or equivalent work experience in a customer care environment
A minimum of 2 years equivalent and progressive work experience
It would be great if you also had...
Oracle or SQL Server knowledge
Proficiency in Microsoft Office
Experience with Web Servers configuration, SQL queries and IIS
What will you be doing in this role?
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.
About the Team
Our Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs.
Hours of Work
Full time – Hybrid in our Ann Arbor, MI office Tue-W- TH
The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements.
#LI-Hybrid
#LI-LP
At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.
Skills Required
- Bachelor's degree or equivalent work experience in a customer care environment
- Minimum of 2 years of equivalent and progressive work experience
- Oracle or SQL Server knowledge
- Proficiency in Microsoft Office
- Experience with web server configuration, SQL queries, and IIS
Clarivate Analytics Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Clarivate Analytics and has not been reviewed or approved by Clarivate Analytics.
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Strong & Reliable Incentives — Incentives in sales and select product/tech roles provide meaningful upside for high performers, with commission structures boosting total compensation when targets are exceeded. Role-linked variable pay is a clear strength in revenue-driving positions.
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Leave & Time Off Breadth — PTO is ample in the U.S., with paid parental leave available, making time-off policies a notable part of the package. Generous vacation and holiday allowances stand out as positives.
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Wellbeing & Lifestyle Benefits — Hybrid and remote options are common and paired with a formal wellbeing framework and EAP, supporting work–life balance. Core medical, dental, and vision coverage is broadly available in the U.S., reinforcing everyday wellbeing support.
Clarivate Analytics Insights
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.
