We are looking for a Technical Support Analyst to join our Alma Tier 1 Team in Belgrade. This is an amazing opportunity to work on Alma software. The team consists of 6 people and is reporting to the Technical Support Manager. We would love to speak with you if you have skills in troubleshooting and analyzing software issues. About You – experience, education, skills, and accomplishments2+ years related client service experience, or equivalent combination of education and experience.1+ year of experience in a library setting OR supporting software.1+ year of working experience with MS Office Suite of products.Proficient level of English languagIt would be great if you also have . . . A master’s degree in library scienceExperience with XML, Web application development, CSS, SQL, or Microsoft AccessExperience with Salesforce or another ticketing system; experience with live chat support Experience with libraWhat will you be doing in this role? You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries.Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat.Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products.Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience.Participate in phone calls with customers as needed.About the TeamThis team of 5 analysts is very collaborative and works closely with the Alma Tier 2 team. Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base. Alma is used for data preparation, data acquisition, and data processing.Benefits Holidays: 25 days paid leave per annum Private Health Insurance Paid Lunch Yearly Bonus Yearly Merit Plan My Learning Platform Fit Pass Life Insurance Accident Insurance Company bicycles for rent free of charge Hours of Work This is a permanent full-time position. The working hours would be from 2 PM to 10 PM CET.This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week. #LI-Hybrid Please note that only shortlisted candidates will be contacted. 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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