Technical Support Specialist
3 weeks ago
About the Role
We are seeking a highly skilled Technical Support Analyst to join our Support Team at Clarivate Analytics. As a Technical Support Analyst, you will be responsible for providing world-class technical support for Innovative hosted and remote, customer-based systems.
Key Responsibilities
- Serve as a first line of support for Sierra ILS customers
- Establish and develop trust-based relationships with Innovative customers
- Continually develop and 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 escalate 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.
Requirements
- 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
What We Offer
Clarivate Analytics is an Equal Opportunity Employer. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.
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