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Alexandria

    Technical Support Analyst - Alexandria, United States - Clarivate Analytics US LLC

    Clarivate Analytics US LLC
    Clarivate Analytics US LLC Alexandria, United States

    2 weeks ago

    Default job background
    Description


    We are excited to bring on a new Technical Support Analyst to join our growing Alma Tier 1 Customer Support Team.

    This is an amazing opportunity to work with Alma and support our customers throughout North America. The team consists of seven people and is reporting to the Technical Support Manager. This role requires someone who can work independently, but also be part of a very collaborative group. If this sounds like an opportunity you are interested in, then we would love to talk to you
    About You
    Bachelors' degree or equivalent work experience

    2 years of Client service experience

    2 years of experience in a library setting or supporting

    software.

    2 years

    of working experience

    with MS Office Suite of products.

    It would be great if you also had . . .
    A

    master's degree in library science

    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.

    What will you be doing in this role?
    P

    rovide

    the first point of contact for all inbound customer inquiries and

    providing

    expertise

    to customers, distributors, and internal stakeholders.

    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 seven 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.
    Hours of Work
    Full time, permanent
    Although duties are typically performed during normal business hours, occasional off-hours may be required
    Hybrid position (2-3 days a week in the office)
    #CB
    #LI-SG1
    #LI Hybrid
    Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

    #J-18808-Ljbffr
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