Clarivate is seeking to hire a Technical Support Analyst to join our Customer Care team. As a vital member of the global customer care organization at Clarivate, you will be responsible for technical troubleshooting and liaising with our customers and other internal teams to ensure customer satisfaction. If this sounds like an opportunity you are interested in, then we would love to talk to you! You will be working closely with our customers. You will be reporting to Senior Manager, Customer Care.

About You – experience, education, skills, and accomplishments…

• Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent work experience in technical support.

• 2+ year of customer service experience

• 2+ year of experience in the library industry is preferred

It would be great if you also had...

• Great analytical skills and willingness to learn

• Excellent English verbal and written communication skills (B2/C1)

What will you be doing in this role?...

• 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.

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

• 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.

About the Team

The Customer Care team consists of a group of 6 skilled librarians and technical specialist who provide direct application support for our libraries worldwide. The team collaborates closely with our Account Management and Product teams to provide our libraries with the highest level of support for the library system products.

Hours of Work

This is a permanent full-time position, with core engagement hours from 12pm - 8pm. This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

#LI-Hybrid

Please note that only shortlisted candidates will be contacted.

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.