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Ann Arbor

    customer support advisor - Ann Arbor, MI, United States - Clarivate PLC

    Clarivate PLC
    Clarivate PLC Ann Arbor, MI, United States

    1 day ago

    Default job background
    Description
    We are looking for a Technical Support Analyst to join our team in Ann Arbor


    In this role you will provide product support to external and internal clients that will encompass both functional and technical aspects of our IP products Foundation IP, Memotech and Inprotech.


    The TSA collaborates closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction.

    We would love to speak with you if you're tech savvy with great troubleshooting and customer support skills

    About You - experience, education, skills, and accomplishments


    • Bachelor's degree or equivalent work experience in a customer care environment
    • A minimum of 2 years equivalent and progressive work experience
    It would be great if you also had . . .


    • Oracle or SQL Server knowledge is a plus.
    • Proficiency in Microsoft Office, particularly Outlook, Word, and Excel
    • Experience with Web Servers configuration, SQL queries and IIS
    What will you be doing in this role?


    • Acts as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
    • Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)
    • 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.
    • Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.
    • Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
    • Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.
    About the Team

    Our Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs.

    Hours of Work


    • Full time - Hybrid Tue-W- TH
    • The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements.
    #CB

    #LI Hybrid

    #LI-SG1

    Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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