Technical Support Analyst

We are looking for a Technical support analyst to join our Tech Support Team in Japan. This is an amazing opportunity to work on Supporting our strategic customers in Japan and New Zealand and Australia and help them get the best out of our flagship products Alma and Primo. The team consists of 3 Technical analysts and is reporting to the Japan and Korea Tech support Director. We would love to speak with you if you have passion for customer interaction, technical orientation and analytical and diagnostic skills.About You – experience, education, skills, and accomplishments Work experience -at least 2 years of experience in Customer facing supportSaaS experience an advantageFluent in Japanese and English, written and verbalWeb based systems knowledge an advantage- HTML/CSSGreat customer communication skillsIn-depth analytics and diagnostic skillsEducation- Bachelor's degree in computer science, engineering, or related degree or at least 4 years of equivalent relevant experienceIt would be great if you also had . . . Script and coding sillsSQA, Kibana, API and integration knowledgeWhat will you be doing in this role?Deep analysis and solutioning customer needs- Bugs, issues, how to questionsWork with Product experts to resolve complex customer questionsSupport our customers in live chat service (Part time)Run periodical meetings with our key customer on training, reviewing their queries statuses and more.Work closely with Account management and Professional Services on new implementationsProduct you will be developingAlma mainly, and primo support as well.About the Team  The team is a collaborative team which focus on supporting our Japan and Australia and New Zealand Customer base. We work closely with account management, customer success and product teams to provide the best customer experience. The work nature is diverse and consist on many customer and internal interactions, supporting some of the highest ranked education institutions in the region.Hours of Work Full time local business hours.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.