Technical Support Analyst

3 weeks ago

Ann Arbor, United States Clarivate Full time
We are excited to bring on a new Technical Support Analyst to join our growing Alma Tier 1 Customer Support Team. This is an amazing opportunity to work with Alma and support our customers throughout North America. The team consists of seven people and is reporting to the Technical Support Manager. This role requires someone who can work independently, but also be part of a very collaborative group. If this sounds like an opportunity you are interested in, then we would love to talk to you

About You

Bachelors’ degree or equivalent work experience

2 years of Client service experience

2 years of experience in a library setting or supporting software.

2 years 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.

What will you be doing in this role?

Provide the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders.

Diagnose and resolve both technical and product functional inquiries.

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 seven analysts is very collaborative and works closely with the Alma Tier 2 team. Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base.

Hours of Work

Full time, permanent
Although duties are typically performed during normal business hours, occasional off-hours may be required
Hybrid position (2-3 days a week in the office)

#CB

#LI-SG1

#LI Hybrid

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

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