Senior Technical Solutions Specialist
hace 1 semana
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We seek a Senior Technical Solutions Specialist to join our dynamic Software Development & Engineering Team in Barcelona, Graz, or Belgrade. Estimated Salary: 55,000 - 70,000 per year.
We're looking for a skilled professional who can support our innovative software solutions as part of the 3rd Level Support Team. This role involves working with professionals from different departments to solve complex technical problems efficiently and effectively.
About You:
• At least 2 years of experience with Salesforce (SFDX, Logs, Apex,...)
• At least 2 years of experience in Customer Service
• Ability to understand customer needs
• Team Player with social & communicational competence
• Strong problem-solving abilities with a proactive approach to finding solutions
• Excellent communication skills in English (written and spoken)
What You'll Be Doing:
• 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
• Provide internal reproducibility incl. customer configuration and data constellation
• 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
About Our Product:
IPfolio is an IP Management System that supports the entire IP lifecycle. It automates docketing processes, provides a global overview of the IP portfolio, benefits from best-practice workflows, and manages all kinds of IP.
About Our Team:
We're not just a team; we're like a work family. Our 3rd Level Support Team provides excellent customer service and manages the 3rd Level Support within a development team. As a Senior Technical Solutions Specialist in this team, you will work collaboratively to solve complex technical problems with efficiency and expertise.
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