We are looking for a Technical Support Analyst to join our global Customer Care team. This is an amazing opportunity to learn more about our products within Academia & Government. In this role, you would analyze and resolve complex software-related issues. The inner team consists of 9 people and is reporting to the Manager of Customer Care.
If you have previous experience in technical support analysis and would like to develop your career in the Academia & Government segment, we would love to speak with you.
About You – experience, education, skills, and accomplishments
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2+ years of experience in a customer facing role (e.g. customer care, technical support, library, etc.)
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Fluent in English language
It would be great if you also have . . .
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Library or Information Science degree or Experience in the Library industry
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Ability to communicate (written and spoken) in other languages, such as Hebrew & Spanish
What will you be doing in this role?
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Act as first point of contact for technical assistance via cases, chat, e-mails or other customer service systems.
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Use technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.
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Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers.
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Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
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Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
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Coordinate resolution of interoperability issues across the product families or external vendors.
About the Team
Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success.
Hours of Work
This is a full-time permanent position based in Barcelona, Spain and will require hybrid working in our Barcelona office (2 days per week in office, rest of week remote).
This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
#LI-Onsite, #LI-Hybrid
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.
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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.
