Technical Support Analyst - Clarivate

We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate!   As first point of contact for North America, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders.   As a key member of the team, your main purpose is to diagnose and resolve both technical and product functional inquiries or to handle implementation requirements for new customers, including customer training.  You will be responsible for proactive, seamless customer service in response to client service requests received via multiple channels (telephone, e-mail, chat) for Primo.  By collaborating internally with regional departments, you will deliver exceptional service by investigating, reporting, and documenting customer issues and/or enhancement requests while ensuring that both internal and external stakeholders are updated as appropriate. You will be working closely with senior team members, and actively participate in discussions to optimize the customer experience.  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 

• Bachelor’s degree or equivalent, relevant work experience
• 3 years of client services or related experience
• 3 years of experience in a software application support role, or as a systems librarian or other technical librarian role

It would be great if you also had… 

• Proven skills with MS Office Suite of products
• Master’s degree in Library Informational Science or related discipline
• Experience working with libraries or in higher education
• Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
• Familiarity with UNIX Operations Systems and command line navigation
• Experience working with Salesforce or Atlassian JIRA
• Ability to learn new software products quickly and to adapt to changes in delivered services

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

• Responding to customer tech-related problems or questions.
• Investigate, diagnose, and addressing application support issues, and documenting ongoing progress via the ticketing systems.
• Identify issues that require investigation by Tier 2, and transferring the case to Tier 2 with a detailed description of the finding from the initial investigation.
• Work in close collaboration with other internal departments.
• Investigate, report, and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
• Report queries, product defects, and feature requests for resolution as appropriate.
• Actively participates in product discussions, working closely with senior members of the team to optimize the customer experience.
• Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products, processors, and feature functionality.
• Authors and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, 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

About the Team 

The Primo Support Team primarily serves our North American customer base, supporting librarians and libraries throughout the U.S. and Canada. We handle a large range of issues, from simple configurations to complex system defects. Our team is very collaborative and works closely with the Primo Tier 2 Support Team to ensure that system defects are reported to the Primo Development team.

Hours of Work 

• Full time, permanent 
• Although duties are typically performed during normal business hours, occasional off-hours may be required 
• Hybrid position in Ann Arbor (2-3 days a week in the office) 

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