We are currently seeking a Senior Technical Support Analyst with an IP/Legal background to support our European clients with our current cutting edge Rowan Patents software.

Rowan Patents is an end-to-end software solution purpose-built for patent drafting and prosecution. It provides integrated AI assistance that links and synchronizes drafting elements, streamlining the iterative drafting process while helping ensure quality, consistency and compliance.

In this role, you’ll help our clients get the most from our integrated patent drafting environment and provide feedback to improve our product. You'll be responsible for providing technical assistance, troubleshooting, and problem resolution to highly specialized end users (patent drafters) and customers experiencing complex software issues. In addition, you'll work closely with the product and development teams to share actionable customer feedback.

About You - experience, education, skills and accomplishments:

• Strong focus on quality and service. Great communication, organizational and interpersonal skills. Strong analytical and problem-solving skills. Attention to detail required.
• Knowledge of the patenting process and intellectual property as a whole
• Experience delivering great results for customers.
• A desire to work closely with clients to help them become more effective in using our solutions.
• Excellent teamwork skills with ability to work on a team with other business professionals in a friendly, focused environment along with a proven ability to influence cross-functional teams without formal authority.
• Bachelor’s degree (STEM, fields such as computer science, electrical engineering, chemistry, biology or other technical fields) or equivalent work experience
• 5 years of relevant experience
• Previous experience working as a Paralegal or similar preferred.

It would be great if you also have:

• Experience drafting patents or working with patent practitioners
• Experience working within Intercom or a similar customer service/helpdesk solution
• Experience writing technical support documentation

What will you be doing in this role?

• Primary:
  • Acts as primary response and escalation point for end users facing complex technical issues in a legal drafting setting. Applies in-depth product and application knowledge to resolve customer support cases.
  • Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests. Refers cases to the development team as necessary.
  • Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
  • Consults with Customer Care leaders on trends, patterns, risks, and opportunities related to support services.
  • Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.
• Secondary:
  • Identifies training and educational opportunities and works with management to establish internal training plans on new products, releases, and enhancements.
  • Contributes content for and feedback on technical support materials.
  • Tests the software for new releases.

About the Team

This role reports into the VP, Business Operations for Rowan Patents and will work as part of the wider growing Rowan Patents team based globally.

Hours of work

Full-time, permanent role based out of our Barcelona office on a hybrid basis, 2-3 days' per week in the office.

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.