Client Support Specialist

2 months ago

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

Position Overview
We are seeking a dedicated professional with a solid foundation in library technologies to join our team as a Client Support Specialist.

Role Responsibilities
In this dynamic role, you will thrive in a fast-paced environment where your efforts will significantly influence our clients' success. You will primarily assist librarians by utilizing a ticketing system to address and resolve technical issues in a Tier 1 support capacity.

Your key responsibilities will include:

  • Serving as the initial point of contact for all incoming customer inquiries.
  • Providing expert guidance to customers, distributors, and internal teams.
  • Diagnosing and resolving both technical and product-related inquiries.
  • Managing implementation requirements effectively.

About You
To excel in this role, you should possess:

  • A Bachelor's degree or equivalent relevant experience.
  • 1-2 years of experience in a client service role.
  • At least 1 year of proficiency with MS Office Suite.
  • Preferred qualifications include:
  • 2+ years of experience in a library environment or software support.
  • Familiarity with XML, web application development, CSS, SQL, or Microsoft Access.
  • Experience with Salesforce or similar ticketing systems, including live chat support.
  • Knowledge of library workflow tools such as OPACs, discovery layers, and bibliographic systems.
  • A strong desire to troubleshoot and resolve issues.
  • Self-motivation and the ability to work collaboratively or independently.
  • Excellent organizational skills and the ability to manage multiple priorities under tight deadlines.

Key Duties
In this role, you will:

  • Investigate and communicate solutions to customers regarding application issues and technical inquiries via a ticketing system and live chat.
  • Participate in product training sessions and maintain up-to-date knowledge of our offerings.
  • Develop and maintain product support documentation to enhance user adoption and understanding.
  • Collaborate with cross-functional teams to improve issue resolution times and enhance the overall customer experience.
  • Engage in customer calls as necessary.

Team Environment
You will be part of a collaborative team of five analysts who work closely with the Tier 2 support team. This team primarily serves our North American clientele.

Work Schedule
This is a full-time, permanent position with a hybrid work model, requiring 2-3 days per week in the office.

Equal Opportunity Employer
Clarivate Analytics is committed to providing equal employment opportunities to all individuals, regardless of various characteristics protected by law.

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