Technical Support Specialist

hace 2 semanas

Barcelona, Barcelona, España Clarivate A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Analyst to join our team at Clarivate, a global leader in Education Technology. As a Technical Support Analyst, you will play a critical role in providing exceptional support to our customers, who are some of the most prestigious academic institutions and research universities worldwide.

Key Responsibilities

  • Analyze and resolve complex software-related issues and communicate with customers and stakeholders across Europe and within the company.
  • Support customers through written communication, chat, and occasional calls/meetings, focusing on SaaS environments.
  • Attend and report on product updates or training sessions as assigned.
  • Maintain current knowledge of products, processes, and feature functionality.
  • Curate product support collaterals to enhance product adoption and usage, including FAQs, technical tips, technical/functional specifications, etc.
  • Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the customer experience.

About the Team

You will report to the Technical Support Team Leader and work closely with team members located in Spain, France, and Germany.

Requirements

  • At least 2 years of Technical B2B Customer Support experience.
  • Bachelor's degree (or equivalent qualification/experience) in library sciences, information sciences, or a related technical field.
  • High analytical skills and problem-solving mindset.
  • Highly proficient in spoken and written English.
  • Ability to work as part of a diverse, motivated team.
  • Ability to communicate in both technical and non-technical language with customers and co-workers.
  • Self-motivated and able to maneuver in a multitasking environment.
  • Independence, initiative, and ability to learn and follow through on tasks.
  • Experience working in the library industry.
  • Experience in the Research field.
  • At least one of these European languages: Spanish, Italian, CEFR skills B2 or higher.

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