Librarian Technical Support Analyst

#remote

(full remote available within Spain)

Clarivate is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property.

We now have more than 11,000 colleagues in over 40 countries worldwide, and we work with over 200 partners to deliver value and success for our customers.

Our products are great, but our customers are facing multiple challenges when using them. As Tier 1 Tech Support Analyst, you’re the customers first contact point for all kinds of questions and issues they may have. You provide knowledge-driven solutions and hands-on assistance by consulting with product experts inside the company.

We are looking for a Technical Support Analyst to join our European Support Team in Spain. This is an amazing opportunity to work in a team of Ex Libris product experts. We have a great skill set in knowledge-centered technical support in the library industry and we would love to speak with you if you have skills in information science, librarianship and technology.

About You - experience, education, skills, and accomplishments- Bachelor’s degree (or equivalent qualification/experience) in library sciences or information sciences- Career jumpers with a professional experience, and young professionals / career starters are welcome- English Language skills CEFR B2 or higher- At least one additional European language (French, German, Spanish, Italian) CEFR skills B2 or higher- Permanent work permit and permanent residence in Spain

It would be great if you also had...- Master’s degree (or equivalent qualification/experience) in library sciences or information sciences- Professional experience in technical customer support work- French CEFR skills B2 or higher

What will you be doing in this role?- Respond to customer tech related problems or questions.-
- Identify issues that require investigation by Tier 2 and transferring the case to tier 2 with a detailed description of the finding from the initial investigation.- Work in close collaboration with other departments- Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.- Report queries, product defects and feature requests for resolution as appropriate.- Participate in product discussions, working closely with senior members of the team to optimize the customer experience.- Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality.- Curate product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.- Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.

Product you will be developing

You’ll be working on Ex Libris Products.

About the Team

The team consists of 7 people and is reporting to a team leader. We’re a European team of experts with different professional backgrounds, nationalities, locations working together for a shared mission.

Hours of Work

This is a permanent full-time position (40 hours per week). We’re focused on providing flexibility around working hours for individual work-life balance.

What we can offer to you:
- A start up culture/working environment combined with all the financial and stability advantages of working for a large PE backed business- An opportunity to have a real impact on the global Life Sciences industry, and specifically how quickly drugs move from the discovery stage through to market launch and commercialization- 30 working days of vacation- Active volunteering community, with 40 paid hours of volunteering time- Private Health and Life & Disability insurances.- Tax-free benefits (Ticket Restaurant scheme, kindergarten and transport)- Agile work environment with a team of talented colleagues- On-site language classes (Catalan, Spanish and English)

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.