Technical Support Specialist

hace 6 días

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, ensuring their success with our SaaS solutions.

Key Responsibilities
  1. Analyze and Resolve Complex Issues: Utilize your analytical skills to troubleshoot and resolve complex software-related issues, communicating effectively with customers and stakeholders across Europe.
  2. Provide Expert Support: Offer high-quality support to customers, primarily through written communication, with occasional chat and calls/meetings.
  3. Stay Up-to-Date with Product Knowledge: Maintain current knowledge of Ex Libris products, processors, and feature functionality to provide accurate and timely support.
  4. Collaborate with Colleagues: Work closely with colleagues across teams to resolve issues, improve time to issue resolution, and enhance the overall customer experience.
  5. Curate Support Collaterals: Develop and maintain product support materials, such as FAQs, technical tips, and technical/functional specifications, to enhance product adoption and usage.
About the Team

You will be part of a diverse and motivated team, reporting to the Technical Support Team Leader, with team members located in Spain, France, and Germany.

Working Arrangements

This is a permanent full-time position, working 40 hours per week, with a hybrid model that includes working from our office in central Barcelona 2-3 times per week.

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