We are looking for a Belgrade-based Technical Support Analyst to join our global Customer Care team. This is an amazing opportunity to learn more about our products within Academia & Government. In this role, you would analyze and resolve complex software-related issues. The inner team consists of 9 people and is reporting to the Manager of Customer Care. We would love to speak with you if have previous experience in technical support analysis and would like to develop your career in Academia & Government segment.
About You – experience, education, skills, and accomplishments
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2+ years of experience in a customer facing role (e.g. customer care, technical support, library, etc.)
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Proficient level of Hebrew language
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Proficient level of English language
It would be great if you also have . . .
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Library or Information Science degree or Experience in the Library industry
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Ability to communicate (written and spoken) in other languages, such as French & Spanish
What will you be doing in this role?
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Act as first point of contact for technical assistance via cases, chat, e-mails or other customer service systems.
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Use technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.
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Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers.
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Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
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Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
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Coordinate resolution of interoperability issues across the product families or external vendors.
About the Team
Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success.
Benefits
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Holidays: 25 days paid leave per annum
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Private Health Insurance
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Paid Lunch
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Yearly Bonus
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Yearly Merit Plan
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My Learning Platform
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Fit Pass
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Life Insurance
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Accident Insurance
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Company bicycles for rent free of charge
Hours of Work
This is a permanent full-time position. The working hours would be standard EMEA working hours.
This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.
#LI-Hybrid
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.
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.
