Technical Support Analyst

Ex Libris, part of Clarivate, is seeking for a Tier 1 Technical Support Analyst, which will be required to analyze and resolve complex software related issues. The analyst will work in Cloud environments. The position requires direct communication with the customers around the world, including written and oral communication, as well as through Chat, and cooperation with other support teams, the development and product groups.The analyst position will be reporting to Tier 1 Technical Support Team Leader.We are looking for a Tier 1 Technical Support Analyst to join our Support TEAM in Adelaide. This is an amazing opportunity to work on Alma.   The team consists of 5 and is reporting to the Tier 1 Technical Support Team Leader.About You   At least 2 years of Technical Customer Support experienceEnglish at a very high level, written and spokenHigh analytical abilities and an integrated perspectiveAbility to work in a team and good rapport with othersCustomer-orientationAbility to communicate in both technical and non-technical language with customers and co-workersSelf-motivation and ability to maneuver in a multitasking environmentIndependence, initiative, and ability to learn and follow through on tasksAbility to work under pressureIt would be great if you also had . . .  BA/B.Sc. in a technological field Library or Information Science degree or Experience in the Library industryWhat will you be doing in this role? Being the first point of contact for all inbound customer’s inquiry and problemsProviding support for most issues related to Exlibris’ products and services.Maintaining close contact and open communication with customers (documenting all communication in SalesForce).Creating flows of procedures and troubleshooting, and maintain them on a designated knowledge base platform (KCS) for the usage of customers and analysts.About the Team   You will be reporting to manager based in Belgium, and working alongside with team members from Jerusalem, Belgrade & Gurgaon.Hours of Work  This is a full time 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.