Customer Care Advisor

We're seeking a Customer Care Advisor to join our Patent Intelligent Search Analytics team based in Ann Arbor. This presents an exciting opportunity to contribute to our Derwent Innovation/Innography products.About You – Experience, Education, Skills, and Accomplishments:• Minimum of 1 year of customer service experience or a completed bachelor’s degree, with an interest in the patent life cycle process and customer care.It would be great if you also have…• An understanding of Intellectual Property, including its life cycle, legal aspects, and functionalities.• Prior experience with Salesforce and JIRA platforms.• Demonstrated ability to manage customer conflicts and provide resolutions using established guidelines and personal judgment.• Proficiency in Microsoft Office, especially Outlook, Word, and Excel.What will you be doing in this role?• Responding to customer inquiries verbally and in writing using the Customer Relationship Management (CRM) system, ensuring adherence to processes, procedures, and best practices.• Effectively resolving customer problems and questions related to our products and services in a professional, accurate, courteous, and timely manner, striving to provide exceptional service and maintain a positive attitude.• Maintaining a high level of knowledge about existing products and new releases through participation in product training and go-to-market launch activities.• Demonstrating progressive understanding of training requirements and successfully completing all new-hire onboarding programs and checkpoints.• Collaborating effectively with customer service colleagues, Sales and Account Management partners, and key internal stakeholders, while upholding our core values: Striving for excellence, respecting every voice, and taking ownership of actions.About the Team:Our team comprises 10 colleagues globally, each equipped with strong skill sets to support customer queries regarding Clarivate products within the realm of Intellectual Property. As a team committed to customer satisfaction, we handle inquiries via phone, email, or chat, focusing on efficiently resolving technical issues with the database and ensuring all necessary actions are taken to address customer inquiries.Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled