Senior Product Specialist

We are looking for a Senior Product Specialist to join our APAC Product Support team. This is an amazing opportunity to work on advanced troubleshooting and to serve as an escalation point, working closely with Tier 1 support, product teams, technical teams, and other stakeholders to diagnose and resolve customer queries and issues while ensuring high level of customer satisfaction. The team consists of 7 people is reporting to the Senior Manager of Customer Care. We have a great skill set in problem-solving and we would love to speak with you if you have skills in customer communication and product technical support.About You – experience, education, skills, and accomplishments Knowledge and experience with Clarivate's products within the given segment or equivalent industry experience for the given segment.Should have strong analytical and well-established organizational skills.Bachelor’s Degree or equivalent. 7 years of relevant work experience.It would be great if you also had . . .  Expertise in Intellectual Property management and related tools/databases.Exceptional English language skills including a clear, crisp, easily understood, direct but pleasant communication.Working knowledge of database tools is an additional advantage.What will you be doing in this role? Works closely with product development teams to analyze customer feedback, requirements, and insights to optimize the customer experience.Performs root cause analysis and strategize with cross-functional teams to resolve and improve customer experience and contribute to product improvements.Acts as a primary point of contact for complex customer escalations working independently with little direction.Assists Customer Care Advisors with additional workloads as deemed necessary by business/customer needs.Maintain a comprehensive understanding of our products, features and capabilities.Develops internal training programs to provide training and guidance on our products, features and capabilities.Executes support plan and preparedness for new products, features or functionality.Collaborates with sales, product teams, technology teams, and other stakeholders to diagnose and resolve customer queries and issues.Takes the lead and initiatives in multi-phased project-base collaboration for such as UAT for operational enhancements.Act as a stakeholder in the hiring efforts and on-boarding of new team members.About the TeamThe APAC Product Support is a highly diversified team that provides in-language product expertise in IP intelligence tools to the APAC region customers.The APAC Product Support serves across the APAC regions including Japan, China, and Korea, mainly serves corporate offices, law firms and individual inventors. Hours of Work  Full-time, permanent 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.