Technical Support Analyst

#Hybrid - BarcelonaWe are looking for a Technical Support Analyst to join our Customer Care Team in Barcelona. This is an amazing opportunity to work in technical product support and customer communication within our Academia and Government suite of products. 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 sciencesCareer jumpers with a professional experience, and young professionals / career starters are welcome.English Language skills CEFR B2 or higherIt would be great if you also had . . . Master’s degree (or equivalent qualification/experience) in library sciences or information sciencesProfessional experience in technical customer support workWhat will you be doing in this role?Respond to customer tech related problems or questions via phone, email and chat.Investigate, diagnose and address application support issues, and document ongoing progress via the ticketing systems.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.Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.Product you will be developingYou’ll be working on Ex Libris Products.About the Team  The team consists of 6 people and is reporting to a team leader and manager. We’re a European team of experts with different professional backgrounds, nationalities and locations working together for a shared mission.Hours of Work This is a permanent full-time position (40 hours per week).Hybrid model, working from our Barcelona Office.We’re focused on providing flexibility around working hours for individual work-life balance.What we can offer:30 working days of vacationVolunteering community, with 40 paid hours of volunteering timePrivate Health and Life & Disability insurances.Tax-free benefits (Ticket Restaurant scheme, kindergarten, and transport cards)Agile work environment with a team of talented colleagues.On-site language classes (Catalan, Spanish and English)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.