Technical Solutions Expert
hace 4 días
About Us
Clarivate Analytics is a leading provider of innovative solutions for the global IP and life sciences communities.
Salary Information
The annual salary for this position is approximately $90,000 - $110,000 per year, depending on location and experience.
Job Description
We are seeking a highly motivated Technical Solutions Expert to join our dynamic Software Development & Engineering Team. As a Technical Solutions Expert, you will play a key role in supporting our innovative software solutions. This is an amazing opportunity to work in the 3rd Level Support for our IP Management System IPfolio. If you have a passion for Salesforce, a strong customer focus and basic knowledge in software development, we welcome you to join our team.
About You
- You must have at least 2 years of experience with Salesforce (SFDX, Logs, Apex, etc.)
- You must have at least 2 years of experience in Customer Service
- You should be able to understand customer needs
- You should be a Team Player with social & communicational competence
- You should have Strong problem-solving abilities with a proactive approach to finding solutions
- You should have Excellent communication skills in English (written and spoken)
What Will You Be Doing In This Role?
- Customer Ticket Analysis
- Initial 3rd Level Analysis
- In-depth technical analysis in collaboration with a Developer and/or Product Owner if necessary
- Provide access to customer productive and test systems for deeper investigation
- Cross team collaboration between all stakeholders (e.g. Premium Service Team, Professional Service Team, DevOps, Product)
- Customer communication
- Start and support the internal escalation process for critical and substantial issues
- Support Bug Process
- Prepare Tickets for the Bug Triage
- Perform data correction on customer systems
- Retest Bugs/Improvements if needed
- Support RCA
- Support Scrum Team
- Provide customer specific data and configuration for Story and Bug preparation/implementation
- Support the test and go live process of new features on the customer system
Product Overview
IPfolio is an IP Management System which supports the entire IP lifecycle. With IPfolio, corporate IP teams can automate docketing processes, gain a global overview of their IP portfolio, benefit from best-practice workflows and manage all kinds of IP.
About The Team
Our 3rd Level Support Team provides excellent customer service and manages the 3rd Level Support within a development team. As a Technical Solutions Expert in this team, you will work with professionals from different departments solving complex technical problems with efficiency and expertise. We're not just a team; we're like a work family.
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