Technical Support Analyst

#hybrid – BarcelonaWe are looking for a Technical Support Analyst to join our growing Support Team Customer Care at Clarivate.This is an amazing opportunity to work in a team of Ex Libris product experts. We have a great skill set in knowledge-centered technical support in the library industry and we would love to speak with you if you have skills in customer care, information science, librarianship and technology.About You – experience, education, skills, and accomplishmentsAt least 0-2 years related client service experienceBS degree or equivalent experienceFluency in English, written and spokenAbility to work in a team and have a good rapport with othersHigh analytical abilities and an integrated perspectiveCustomer orientationAbility to communicate in both technical and non-technical language with customers and co-workersProven skills with MS Office Suite of productsAbility to learn new software products quickly and to adapt to changes in delivered servicesSelf-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 . . .Experience working with libraries or in higher educationFamiliarity with HTML, CSS, SQL and data interchange formats like XML or JSONExperience working with Salesforce or Atlassian JIRAWhat will you be doing in this role?Analyzing customer cases and responding promptly to customers on these cases.Determining which customer cases should be reported to the Rapido development team as defects.Linking customer cases to existing development defects that match the customer's reported issue.Handling re-indexing procedures to fix data issues for customers.Creating defect reports for the Rapido development team's review in Jira.Providing assistance with 'System Down' issues during normal business hours.Product you will be developingRapido is an integrated digital borrowing solution that acts as an extension of the library collection. Rapido extends the collection without extending the library's budget, with automated access to the titles of the resource-sharing Community. The automation of the borrowing and lending processes allows staff to manage a higher volume of requests with less effort.About the TeamThe Rapido Support Team consists of analyst in Europe, Middle East, Central America and North America, and sits within the larger Ex Libris Support Department, part of Clarivate’ s Customer Care organization.Hours of WorkFull-time permanent position (40 hours per week)Hybrid modelWhat we can offer:Private Health and Life & Disability insurances.30 working days of vacationVolunteering community, with 40 paid hours of volunteering timeTax-free benefits (Ticket Restaurant scheme, kindergarten, and transport cards)Agile work environment with a team of talented colleaguesAt 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.