Technical Support Analyst

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 are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate As first point of contact, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. As a key member of the team, your main purpose is to diagnose and resolve both technical and product functional inquiries. A true self-starter, you will be responsible for proactive, seamless customer service in response to client service requests received via multiple channels for the assigned product family. Collaborating internally with regional departments, you will deliver exceptional service by investigating, reporting, and documenting customer issues and/or enhancement requests while ensuring that both internal and external stakeholders are updated as appropriate. Working closely with senior team members, you will actively participate in discussions to optimize the customer experience.
- About You - experience, education, skills, and accomplishments_
- At least 0-2 years related client service experience
- BS degree or equivalent experience
- Fluency in English, written and spoken
- Ability to work in a team and have a good rapport with others
- High analytical abilities and an integrated perspective
- Customer orientation
- Ability to communicate in both technical and non-technical language with customers and co-workers
- Proven skills with MS Office Suite of products
- Ability to learn new software products quickly and to adapt to changes in delivered services
- Self-motivation and ability to maneuver in a multitasking environment
- Independence, initiative, and ability to learn and follow through on tasks
- Ability to work under pressure
- It would be great if you also had _
- Experience working with libraries or in higher education
- Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
- Experience working with Salesforce or Atlassian JIRA
- What will you be doing in this role?_
- Analyzing customer cases and responding promptly to customers on these cases.
- Determining which customer cases should be reported to the Rapido development team as defects.
- Linking customer cases to existing development defects that match the customer's reported issue.
- Handling re-indexing procedures to fix data issues for customers.
- Creating defect reports for the Rapido development team's review in Jira.
- Providing assistance with 'System Down' issues during normal business hours.

Product you will be supporting

Rapido is an integrated digital borrowing solution that acts as an extension of the library collection. Students navigate the borrowing journey in a few clicks without ever leaving the library’s interface. Rapido’s transparent delivery dates let users know whether items will arrive in time for their paper or exam. Rapido extends the collection without extending the library's budget, with automated access to the titles of the resource-sharing Community. The automation of the borrowing and lending processes allows staff to manage a higher volume of requests with less effort.

About the Team

The Rapido Support Team supports Ex Libris’ library resource sharing service
_Rapido_, used by libraries world-wide. The team consists of analyst in Europe, Middle East, Central America and North America, and sits within the larger Ex Libris Support Department, part of Clarivate’s Customer Care organization.

Hours of Work

This is a full-time position hybrid 3 days' per week in the Barcelona office, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.

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 comply with applicable laws and regulations governing non-discrimination in all locations.