Technical Support Analyst

We are looking for a Technical Support Analyst to join our global Customer Care team! The main purpose of the Technical Support Analyst is to proactively manage the customer base by building long term relationships, provide effective resolution of day-to-day issues and enhance the reputation of the Company by providing great Customer Service.

You will be responsible for providing initial technical assistance, troubleshooting, and problem resolution to customers experiencing software, hardware, or network issues. 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.

• Up to 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 both Italian and English languages.

It would be great if you also had . . .

• Experience with MS Office (Excel, Word and PowerPoint).

• Knowledge of or experience working in Academic Library sector.

What will you be doing in this role?

• Acts as first point of contact for technical assistance via e-mail, chat, or customer service systems.

• Uses technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.

• Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.

• Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.

• Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.

• Coordinates resolution of interoperability issues across the product families or external vendors.

• Works in close collaboration with other departments

About the Team

This role will report into the Senior Team Lead, Customer Care.

The Customer Care team comprises of 8 people based in the EMEA region, all committed to helping users in education institutions and libraries in EMEA. The team members have different professional backgrounds, nationalities, and locations, and is working closely together communicating in Teams chats and meetings. This role liaises closely with our overseas customer service colleagues. The team is a key part of the wider A&G team, working with development teams & other colleagues to deliver new features & functionality and updates across our platforms with the customer experience at the heart of our work.

Hours of Work

This is a full-time, permanent position based remotely in Italy or Spain.

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available to adjust to various global time zones as needed.

#LI-Remote, #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.