Technical Support Analyst

We are looking for a Technical Support Analyst to join our global team! The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues. If this sounds like an opportunity you are interested in, then we would love to talk to you! About You – experience, education, skills, and accomplishments2+ years of experience working in a related Customer Care or library environment.Bachelor’s degree (Library Sciences, STEM, or Computer Science) or equivalent relevant experience.Proficient level of English language (B2/C1).2+ years of experience working with Microsoft products and operating system.It would be great if you also have . . .Excellent written and verbal communication skills.Strong interpersonal skills with a focus on polite and professional customer engagement.Analytical thinking and effective troubleshooting abilities.Previous experience working with Jira, Salesforce, or similar ticketing systems.Cursory knowledge of Microsoft SQL.Experience with Windows Active Directory.What will you be doing in this role?Provide technical assistance via phone, e-mail, chat, or customer service systems.  Use your technical expertise to resolve issues related to software workflows, released functionality, and customer use cases.Accurately diagnose and document technical issues by gathering relevant information from users.Escalate complex or unique issues to senior staff while maintaining clear communication with customers.Investigate, report, and document customer issues and enhancement requests, ensuring timely updates to stakeholders.Collaborate with cross-functional teams to improve support processes and customer satisfaction.About the TeamYou’ll be working alongside four other Technical Support Analysts and a Senior Team Leader, forming a close-knit and supportive team. Collaboration is key—we work together to ensure tasks are completed successfully and customers receive the best possible experience.BenefitsHolidays: 25 days paid leave per annumPrivate Health InsurancePaid LunchYearly BonusYearly Merit PlanMy Learning PlatformMental HealthcareFit PassLife InsuranceAccident InsuranceCompany bicycles for rent free of chargeHours of WorkThis is a full-time position (40 hours/week). Flexibility is required to support collaboration across global time zones, including coverage for the US Eastern Time Zone (EST/EDT). This is a hybrid role, with in-office presence expected three days every other week.Please note that only shortlisted candidates will be contacted.#LI-HybridAt Clarivate, we are committed to providing equal employment opportunities for all  qualified 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.