We are looking for a Team Lead, IT Support Services to join our team in Belgrade. You will be working with Clarivate’s market leading Intellectual Property maintenance division providing essential services to aid our customers with the management of their IP. The role is focused on providing support for the internal users of Clarivate’s Argos platform, which we are consolidating our IP Maintenance services onto.
About You – experience, education, skills, and accomplishments
- 3+ years of experience in customer-centric roles, consistently resolving customer issues with a proven track record.
- 3+ years of experience collaborating with internal stakeholders to develop solutions that enhance customer service.
- 2+ years of experience with SQL, ideally MS SQL Server.
- Proficient in the English language.
It would be great if you also have . . .
- An interest in technology, with some experience with web, application, report or database development.
- Experience with compliance requirements in Cloud environments (e.g. SOX, SOC2, ISO27001, PCI/DSS, GDPR) would be useful but not mandatory.
What will you be doing in this role?
- Provide line management and technical leadership for the team.
- Mentor, train, and transfer knowledge to new team members, ensuring continuous learning and improvement.
- Actively participate as a hands-on team member, troubleshooting and resolving various issues with Argos and related platforms.
- Collaborate with business teams to ensure incidents and service requests are accurately and sufficiently detailed.
- Assist business users via Teams, email, and voice communication to resolve their issues.
- Transfer and escalate issues to other teams when necessary.
- Document steps taken in the ticketing system and maintain a knowledge base.
Product You Will Be Supporting
Argos is one of our core platforms for managing the renewal process within the IP lifecycle. It leverages advanced technologies to ensure efficient and seamless operations. Argos streamlines the renewal process, ensuring that all aspects of the IP lifecycle are managed efficiently. The platform's integration capabilities allow it to work seamlessly with other systems, providing a comprehensive solution for IP management.
About the Team
The Team Lead will serve as the primary point of contact for internal users of Argos. They will lead a small team, providing support to operational and customer service teams. Responsibilities include performing maintenance tasks, resolving issues, and escalating problems to other Argos teams for further investigation and resolution.
Benefits
- Private Health Insurance
- Paid Lunch
- Yearly Bonus
- Yearly Merit Plan
- Fit Pass
- Life Insurance
- Accident Insurance
- Company bicycles for rent free of charge
Hours of Work
This is a full-time position with regular business hours aligned to the CEST zone. In the future, occasional shift work outside of the CEST zone will be required to provide coverage for colleagues in other time zones (06:00 to 20:00 CET).
Please note that only shortlisted candidates will be contacted.
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.
Top Skills
What We Do
Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.
