Job Responsibilities:

• Acts as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.

• Uses technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.

• Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.

• Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.

• Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.

• Coordinates resolution of interoperability issues across the product families or external vendors.

Minimum Qualifications:

• Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent

• 2 years of relevant experience

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.