Job Information
Clarivate Analytics US LLC Technical Support Analyst in Ann Arbor, Michigan
We are looking for a motivated library professional with a strong background in library technologies to join our team of Support Analysts supporting Alma. As a Support Analyst, you will work in a fast-paced and exciting environment where your contributions will directly impact the success of our customers. Primarily serving librarians, you will leverage a ticketing system to review and address technical issues in a Tier 1 support role. You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries or to handle implementation requirements. We would love to speak with you if you have skills in troubleshooting and analyzing software issues.
About You
Bachelor's degree or equivalent relevant work experience
At least 1-2 years of experience working in a client service experience position
At least 1 year of working experience with MS Office Suite of products
It would be great if you also had . . .
2+ year of experience in a library setting or supporting software
Experience with XML, Web application development, CSS, SQL, or Microsoft Access
Experience with Salesforce or another ticketing system; experience with live chat support
Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems
Ability and desire to troubleshoot and problem solve
Self-starting, self-motivated, team player with the ability to work independently as well
Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities
What will you be doing in this role?
You will be responsible forproviding the first point of contact for all inbound customer inquiries and providingexpertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries.
Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat
Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products
Author and maintain product support documentation 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
Participate in phone calls with customers as needed
About the Team
This team of 5 analysts is very collaborative and works closely with the Alma Tier 2 team. Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base.As a Support Analyst, you will report to the Technical Support Manager.
Hours of Work
Full time, permanent position
8am-5pm CST; full-time
This is a hybrid role working 2-3 days a week in one of our US Clarivate offices (Ann Arbor, Kansas City, Philadelphia, Alexandria)
#LI-Hybrid #LI-LP
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualif