Customer Care Librarian

Clarivate is seeking to hire a Customer Care Librarian to join our global customer care team! As a vital member of the organization, you will be responsible for overseeing all operations at a customer site to ensure customer satisfaction. If this sounds like an opportunity you are interested in, then we would love to talk to you!About You – experience, education, skills, and accomplishments…Master’s degree in library science, completed or in-progress AND/OR equivalent Librarian experience It would be great if you also had...Current or prior Polaris ILS (Integrated Library Systems) experience preferred 1+ year(s) of customer service experience1+ year(s) of experience in the library industry is preferredPrior experience with SQLWhat will you be doing in this role?...Analyze and isolate reported problems in order to develop and implement solutions while documenting ongoing progress and detailed resolutions via the ticketing systemBuild relationships with libraries as the primary support contactEstablish expertise in the Polaris software applicationCollaborate with technical support analysts and other departments in order to provide prompt, high quality supportEscalate problems to second level of support when appropriateFormulate detailed plans documenting upgrade procedures for each siteAbout the TeamThe Polaris ILS Site Management team consists of a group of skilled librarians who provide direct application support for our libraries in North America, as well as tier two support for teammates supporting Polaris libraries in the APAC and EMEA regions. The Site Management team collaborates closely with the Support Engineering, Account Management, and Product teams to provide our libraries with the highest level of support for the Polaris ILS and other related products offered by Innovative Interfaces Inc.Hours of WorkFull time, hybrid opportunity within commutable distance to one of our US office locationsAlthough duties are typically performed during normal business hours based on a 40-hour work week, the team performs duties on a rotational basis between the window of 8:00am – 8:00pm EST (flexibility available)#CBClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled