We are looking for a Technical Support Analyst to join our growing Customer Care Support Team at Clarivate! 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 knowledge-centered technical support role in the library industry, supporting global clients. 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.
1. 2 years of experience working in a related Customer Care or library environment.
2. Bachelor’s degree (Library Sciences, STEM or Computer Science) or equivalent relevant experience.
3. Fluency in English required (written and spoken).
4. Experience with MS Office (Excel, Word and PowerPoint) and technical troubleshooting tools.
It would be great if you also had.. .
5. Prior experience in technical customer support work
6. Experience working with libraries or in higher education
7. Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
8. Experience working with Salesforce or Atlassian JIRA
What will you be doing in this role?
9. Analyzing customer cases and responding promptly to customers on these cases.
10. Determining which customer cases should be reported to the Rapido development team as defects.
11. Linking customer cases to existing development defects that match the customer's reported issue.
12. Handling re-indexing procedures to fix data issues for customers.
13. Creating defect reports for the Rapido development team's review in Jira.
14. Providing assistance with 'System Down' issues during normal business hours.
About the Team
You will report to the Manager, Customer Care based in US, and your team members are located in US and EMEA. The Rapido Support Team sits within the larger Ex Libris Support Department, part of Clarivate’ s Customer Care organization.
You will work cross functionally with other teams such as the company's development teams, Product Management, and other Support teams to provide an excellent customer experience. We’re a 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 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.
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.