Technical Support Analyst

We are looking for a motivated library professional with a strong background in library technologies to join our team of Support Analysts supporting Alma. As a Support Analyst, you will work in a fast-paced and exciting environment where your contributions will directly impact the success of our customers. Primarily serving librarians, you will leverage a ticketing system to review and address technical issues in a Tier 1 support role.You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries or to handle implementation requirements. We would love to speak with you if you have skills in troubleshooting and analyzing software issues.   About You  Bachelor’s degree or equivalent relevant work experienceAt least 1-2 years of experience working in a client service experience positionAt least 1 year of working experience with MS Office Suite of products It would be great if you also had . . .    2+ year of experience in a library setting or supporting softwareExperience with XML, Web application development, CSS, SQL, or Microsoft Access Experience with Salesforce or another ticketing system; experience with live chat support Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systemsAbility and desire to troubleshoot and problem solveSelf-starting, self-motivated, team player with the ability to work independently as wellStrong organizational skills with an ability to work well under stringent deadlines and shifting priorities What will you be doing in this role?  You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries. Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chatAttend and report on product updates or training sessions as assigned. Maintain current knowledge of productsAuthor and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etcCollaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experienceParticipate in phone calls with customers as needed  About the Team     This team of 5 analysts is very collaborative and works closely with the Alma Tier 2 team.  Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base. As a Support Analyst, you will report to the Technical Support Manager.   Hours of Work    Full time, permanent position8am-5pm CST; full-time This is a hybrid role working 2-3 days a week in one of our US Clarivate offices (Ann Arbor, Kansas City, Philadelphia, Alexandria)#LI-Hybrid#LI-LPClarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled