Technical Support Specialist

10 hours ago


Ann Arbor, Michigan, United States Clarivate Analytics US LLC Full time

{"About the Role": "We are seeking a highly motivated and detail-oriented Technical Support Analyst to join our team at Clarivate Analytics US LLC. As a Technical Support Analyst, you will be responsible for providing exceptional customer service and technical support to our clients, primarily serving librarians and other stakeholders in the North American market.", "Key Responsibilities": "

* Provide first-level technical support to customers via phone, email, and live chat
* Troubleshoot and resolve technical issues related to Alma, a library management system
* Collaborate with colleagues to solve complex issues and improve the overall customer experience
* Participate in training sessions and product updates to maintain current knowledge of products
* Author and maintain product support documentation to enhance product adoption and usage

", "Requirements": "

* Bachelor's degree or equivalent relevant work experience
* At least 1-2 years of experience working in a client service experience position
* Strong organizational skills and ability to work well under stringent deadlines and shifting priorities
* Ability to troubleshoot and problem solve, with a self-starting and self-motivated attitude
* Experience with library workflow tools, such as OPACs, discovery layers, and academic research tools
* Familiarity with ticketing systems and live chat support

", "What We Offer": "

* Full-time, permanent position
* 8am-5pm CST, with a hybrid work arrangement (2-3 days a week in one of our US offices)
* Competitive salary and benefits package
* Opportunity to work with a leading company in the library technology industry

"}



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