Technical Support Analyst
Clarivate
Technical Support Analyst
We are looking for a Technical Support Analyst to join our European Support Team in Spain! The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues.
This is an amazing opportunity to work in a team of Ex Libris product experts. If you have skills in information science, librarianship and technology, then we would love to talk to you!
About You – Experience, Education, Skills, and Accomplishments
2 years of experience working in a related Customer Care or library environment.
Bachelor's degree (Library Sciences, STEM or Computer Science) or equivalent relevant experience.
Fluency in English required (written and spoken).
It Would Be Great If You Also Had
Master's degree in library sciences or information sciences
Prior experience in technical customer support work
Italian language skills B2 or higher
What Will You Be Doing In This Role?
Respond to customer tech related problems or questions via phone, email, chat.
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 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.
Participate in product discussions, working closely with senior members of the team to optimize the customer experience.
Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality.
Curate 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 European team consists of 6 analysts who report to their respective Technical Support Leaders. We investigate and troubleshoot technical issues and product defects and report them to the development team if needed.
Our team works closely with the company's development teams, Product Management, and other Support teams to provide an excellent customer experience. We're a European team of experts with different professional backgrounds, nationalities, locations working together for a shared mission.
Hours Of Work
This is a full-time permanent position based in Barcelona, Spain and will require hybrid working in our Barcelona office, which is located next to Sagrada Familia (2 days per week in office, rest of week remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours. #LI-Onsite, #LI-Hybrid
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.