Technical Support Analyst

2 weeks ago

Adelaide Region SA, Australia Clarivate Full time

Ex Libris, part of Clarivate, is seeking for a Tier 1 Technical Support Analyst, which will be required to analyze and resolve complex software related issues. The analyst will work in Cloud environments.

The position requires direct communication with the customers around the world, including written and oral communication, as well as through Chat, and cooperation with other support teams, the development and product groups.

The analyst position will be reporting to Tier 1 Technical Support Team Leader.

We are looking for a
_Tier 1 Technical Support Analyst_ to join our
_Support_ TEAM in
_Adelaide_. This is an amazing opportunity to work on
_ Alma_. The team consists of 5 and is reporting to the
_Tier 1 Technical Support Team Leader_.

About You- At least 2 years of Technical Customer Support experience- English at a very high level, written and spoken- High analytical abilities and an integrated perspective- Ability to work in a team and good rapport with others- Customer-orientation- Ability to communicate in both technical and non-technical language with customers and co-workers- 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...- BA/B.Sc. in a technological field- Library or Information Science degree or Experience in the Library industry

What will you be doing in this role?- Being the first point of contact for all inbound customer’s inquiry and problems- Providing support for most issues related to Exlibris’ products and services.- Maintaining close contact and open communication with customers (documenting all communication in SalesForce).- Creating flows of procedures and troubleshooting, and maintain them on a designated knowledge base platform (KCS) for the usage of customers and analysts.

About the Team

You will be reporting to manager based in Belgium, and working alongside with team members from Jerusalem, Belgrade & Gurgaon.

Hours of Work

This is a full time position.

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.

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