We are looking for a Technical Support Analyst to join our support team. This is an amazing opportunity to work with state of art digital assets and preservation system - Ex Libris Rosetta. The Rosetta support team comprises five people and is part of the Ex Libris (part of Clarivate) global support organization. You will be reporting to the Technical support team leader. We have a great skill set in supporting and implementing local and hosted library solutions and we would love to speak with you if you are customer oriented, have great analytical skills, have experience with Linux operating systems. Perfect written and spoken English is a must. You will be working closely with our customers from many large National libraries and archives.About You – experience, education, skills, and accomplishments Approximately 2 years of experience in technical support in a customer-facing position (or equivalent combination of technical knowledge and customer support experience)1+ years of experience with Linux servers6+ months of experience with SQL (or equivalent knowledge)Bachelor’s degree in information science, computer science, or equivalent work experience in technical support.It would be great if you also had . . . Experience with library or archiving standardsGreat analytical skills and ability to learnExperience with Bash, XML/XSLTExcellent English verbal and written communication skills (B2/C1)Any programming skills What will you be doing in this role?Analyzing incidents reported by the customers and providing solutions.Coordinating upgrades, copy installations. Assisting new customers in adopting the systems in implementation projects in the position of implementation consultant.Working closely with developers, reporting bugs, testing fixes, working on more complex data corrections.Product you will be supportingWith Rosetta’s preservation and digital asset management solution, libraries can preserve and showcase their collection of assets, from born-digital to digitized, in a collaborative and simplified way. Ex Libris begins a multi-year project to migrate Rosetta, a digital asset preservation solution to the higher education cloud platform. You will be supporting local customers but also step by step new implementations in the higher education cloud platform.About the Team Rosetta support team is global, with colleagues based in Europe, Israel, and APAC. We work closely with the product developers and with other support teams (DBA support, Infrastructure support, Cloud support etc.). This position is located in Belgrade. BenefitsPrivate Health InsurancePaid LunchYearly BonusYearly Merit PlanMy Learning PlatformFamily benefits: Bushido kids’ sports school, tutorship lessonsFit PassMental health care- Psychotherapy sessionsCompany bicycles for rent free of charge Hours of Work The expected core hours of engagement will be an 8-hour day starting at CEST 9:00 AM and ending at CEST 5:00 PM. The team works in normal European working hours, and this is a permanent full-time contract. You will be required to work from Belgrade Clarivate in a hybrid regime.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.
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