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 acting as a first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries.

If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You

• At least 1 year of experience in a library setting or supporting software.

• Bachelor’s degree with at least 2 years’ related client service experience, or equivalent combination of education and experience

• At least 1 year of working experience with MS Office Suite of products.

It would be great if you also had . . .

• A master’s degree in library science

• Experience with XML, Web application development, CSS, SQL, or Microsoft Access

• Experience with Salesforce or another ticketing system; experience with live chat support

• Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems.

• Ability and desire to troubleshoot and problem solve.

• Self-starting, self-motivated, team player with the ability to work independently as well.

• Excellent written and oral communication skills.

• Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.

What will you be doing in this role?

• Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat.

• Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products.

• Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

• Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience.

• Participate in phone calls with customers as needed.

About the Team

This team of 8 analysts is very collaborative and works closely with the Alma Global Subject Matter Experts team. Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base.

Hours of Work

This is a permanent full-time position, with core engagement hours from 9-5pm CET. 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 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.