Technical Support Specialist

3 weeks ago


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

We are seeking a skilled Technical Support Analyst to join our team at Clarivate Analytics US LLC.

About the Role

The successful candidate will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat.
  • Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products.
  • Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQs, 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.
  • Participate in phone calls with customers as needed.

About the Team

This team of 5 analysts is very collaborative and works closely with the Alma Tier 2 team. Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base.

Requirements

  • Bachelor's degree or equivalent relevant work experience.
  • At least 1-2 years of experience working in a client service experience position.
  • At least 1 year of working experience with MS Office Suite of products.
  • Ability and desire to troubleshoot and problem solve.
  • Self-starting, self-motivated, team player with the ability to work independently as well.
  • Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities.

What We Offer

Full-time, permanent position with a competitive salary and benefits package.

This is a hybrid role working 2-3 days a week in one of our US Clarivate offices (Ann Arbor, Kansas City, Philadelphia, Alexandria).

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



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