Duties and responsibilities Acts as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.Uses intermediate-level technical skills and product knowledge to resolve routine cases that are driven by a standard set of variables.Resolving incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous and timely manner using various communication channels (phone, email, chat)Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments.Demonstrate Clarivate’s company values at all times. Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization. Language Requirement: Proficiency in both Japanese and English is a requirement for this position. Skills and Experience: Bachelor's degree or equivalent work experience in customer care environment may be required. Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through, and never settling for delays or a less-than great experience. 2-4 years’ experience required.Experience with Web Servers configuration, SQL queries and IIS (Internet Information Services)Oracle or SQL Server knowledge is a plus.Strong interpersonal skills engaging with individuals at all levels.Exceptional English language skills including a clear, crisp, easily understood, direct but pleasant communication.Excellent written and verbal (face-to-face and phone) communication and problem-solving skills Ability to work through customer conflict and provide resolution using provided guidelines and judgement.Well organized and exhibit a strong attention to detail.Flexible and adaptable to accommodate customer and business needs.Ability to establish priorities, manage work independently, and meet deadlines.Proficient in Microsoft Office, particularly Outlook, Word and ExcelStrong analytical and decision-making skillsShift/Hours of Operations: Monday to Friday: 9:30AM to 5:30PM Tokyo Time.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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