Technical Support Analyst

2 weeks ago

Kansas City, United States Clarivate Analytics US LLC Full time

We have an exciting opportunity available for a Technical Support Analystto join our growing Support Team Customer Care at Clarivate. You will work on support tickets for the collections/acquisitions functions of the Sierra ILS product. These functions are vital functions of an ILS. These functions generate high numbers of support tickets across all regions. Customers depend on collections/acquisitions experts to resolve their support tickets as quickly as possible. You will serve as the first line of support for Sierra ILS customers. You will provide world-class technical support for Innovative hosted and remote, customer-based systems. You will work in a close, collaborative manner with other Technical Support Analysts, and Product teams in order to provide the highest levels of customer service to Innovative customers. If this sounds like an opportunity you are interested in, then we would love to talk to you

About You - experience, education, skills, and accomplishments

  • MLIS/MLS or other relevant degree is required, OR Equivalent work experience
  • 2 years of experience providing customer support in a technical environment.
  • 2 years of experience in libraries or other relevant similar experience

It would be great if you also had . . .

  • Able to pay careful attention to detail
  • Strong commitment to great customer service.
  • Commitment to follow through until customer issues are fully resolved
  • Detail-oriented approach with excellent follow-through, particularly in terms of documentation and procedures.
  • Ability to work both independently and as part of a team and to display consistently good judgment in a rapidly changing environment
  • Experience working with Innovative's Millennium or Sierra systems.
  • Ability to learn new technology and adapt quickly to changing technologies\Able to balance multiple priorities and work effectively under pressure
  • Experience working with library technical services functions, such as cataloging, authority control, serials, electronic resource management, acquisitions, and/or collection development functions.

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

  • Serve as a first line of Support for Sierra ILS customers.
  • Establish and develop trust-based relationships with Innovative customers.
  • Continually Develop & sharpen your expertise across Sierra's core functional modules.
  • Share your advanced knowledge with colleagues.
  • Partner daily with other Technical Support Analysts and Product Specialists to deliver technical and application support.
  • Make decisions about when to escalation issues to management and second level support when appropriate.
  • Document procedures and troubleshooting steps

About the team

You will be working with an established software support team that is a mixture of engineers and system librarians. We provide support to library customers in North America. It is a fast-paced, customer service position, requiring excellent phone and written communication skills.

Hours of Work

  • Full time, permanent
  • Although duties are typically performed during normal business hours,off-hours work/on-call shifts may be required to meet customer and/or business needs.
  • Hybrid working schedule on-site 2-3 days/week.

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

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