Technical Support Analyst
2 weeks ago
**About You - experience, education, skills, and accomplishments**
- Bachelor’s degree or equivalent, relevant work experience
- 3 years of client services or related experience
- It would be great if you also had _
- Proven skills with MS Office Suite of products
- Master’s degree in Library Informational Science or related discipline
- Experience working with libraries or in higher education
- Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
- Familiarity with UNIX Operations Systems and command line navigation
- Experience working with Salesforce or Atlassian JIRA
- Ability to learn new software products quickly and to adapt to changes in delivered services
- What will you be doing in this role?..._
- Responding to customer tech-related problems or questions.
- Identify issues that require investigation by Tier 2, and transferring the case to Tier 2 with a detailed description of the finding from the initial investigation.
- Work in close collaboration with other internal departments.
- Investigate, report, and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
- Report queries, product defects, and feature requests for resolution as appropriate.
- Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience.
- Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products, processors, and feature functionality.
- Authors and maintain product support collaterals 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
**About the Team**
The Primo Support Team primarily serves our North American customer base, supporting librarians and libraries throughout the U.S. and Canada. We handle a large range of issues, from simple configurations to complex system defects. Our team is very collaborative and works closely with the Primo Tier 2 Support Team to ensure that system defects are reported to the Primo Development team.
**Hours of Work**
- Full time, permanent
- Although duties are typically performed during normal business hours, occasional off-hours may be required
- Hybrid position in Ann Arbor (2-3 days a week in the office)
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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