Technical Support Analyst

We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As a vital member of our global team, you will serve as the first point of contact to students, teachers, and administrators ensuring a high standard of customer service by researching and responding to customer inquiries, resolving issues, and maintaining records in a ticketing system throughout the submission process to digitization and final printing. As a true initiative-taker, you will be responsible for providing seamless customer support using exceptional communication skills to explain simple or complex concepts to customers both verbally and written. In this role, you will proactively follow up on customer service requests received via telephone, e-mail, and chat while prioritizing and managing cases through completion for efficient, and prompt resolution. Working in collaboration with internal teams across departments, and external vendors, you will investigate, document, and report customer issues and/or enhancement requests. You will be working closely with senior team members, regular communication, and active participation in discussions to improve the customer experience.  About You – experience, education, skills, and accomplishments… Bachelor’s degree and 1+ year(s) of related customer service experience, AND/OR equivalent combination of education and experience Experience in a high-volume customer service organization Proven skills with MS Office suite of productsIt would be great if you also had… Experience working in a global organization partnering with university administrators and teammates  1+ year(s) of experience in a software application support role, or as a systems librarian or other technical librarian role Experience working with libraries or in higher education Experience working with Salesforce or similar platforms Ability to learn new software products quickly and to adapt to changes in delivered services Excellent interpersonal, multi-tasking and prioritization skills Strong analytical skills (system analysis, troubleshooting, etc.)  What will you be doing in this role?... Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary Respond to customer inquiries with a high degree of professionalism Provide documentation of responses that can serve as a guide for future questions Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.  About the Team Our global team supports the efforts of students and researchers across the globe. Providing important research tools and curating treasure troves of content has helped Clarivate become an industry leader in the Information Services market. We work hard and have fun doing it. If you take pride in providing excellent customer service in a collaborative environment, please consider joining our talented team!  Hours of Work Hybrid hourly opportunity working 2-3 days per week out of our Ann Arbor, MI office  This a full-time, weekday position  #CBClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled