Technical Support Analyst

Job DescriptionWe are looking for Technical Support Analyst to join our Professional Services team in Singapore. This role works in a close, collaborative manner with System Librarians, Cloud Operations, and Product teams to provide the highest levels of customer service to Innovative customers.About You – experience, education, skills, and accomplishments  BSc in Computer Science, Engineering, or relevant fieldKnowledge in computers and information systemsWorking experience with SQL/ Oracle DB, XML/HTML, TCP/IPAt least 3 years’ experience in developing or supporting enterprise software using any of the following - J2EE/JSON/REST/API/XML/Spring/Ruby, Oracle, Postgres databases, SQL, Apache and Tomcat web servers, BashExperience working as Tier 1 level support and/or helpdesk function.It would be great if you are havingWorking in library information technology and/or Software industrySystem analysis, troubleshooting, debugging codeStrong commitment to great customer serviceWhat will you be doing in this role? Serve as a Level 1 technical support for Polaris and Vega ILS customerPerform problem analysis/troubleshooting and implement corrective and preventive measures to prevent recurrence.Use our ticketing system to work on and resolve incident tickets & service requestsEscalate tickets that require Level 2/3 supportTimely communication to customer the status of their ticket every step of the way, updating customer of any changes related to their issueMake sure that tickets aren’t “stale” throughout the processProvide technical solutions & best practices.Interact with internal departments (development, cloud, etc.) and customer.Become a knowledge domain expert for Polaris and Vega software.About the Team  Global Professional Services teams are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.We provide world-class services by consistently meeting customer satisfaction while continuously improving our organizational efficiencyWorking Mode: In officeAt 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.