We’re looking for a Technical Support Analyst to join our global Customer Care team. You’ll be the trusted point of contact for users seeking technical guidance, ensuring every interaction is handled with clarity, care, and professionalism. You’ll dive into software-driven workflows, diagnose real user challenges, and help customers get the most out of our products. Working closely with senior experts and cross‑functional teams, you’ll play a key part in resolving complex issues and shaping a seamless support experience for customers worldwide.About You – experience, education, skills, and accomplishmentsBachelor’s degree (Library sciences, STEM, Computer Science) or equivalent2+ years of relevant experience in technical support within customer-facing rolesProficient level of English languageIt would be great if you also had . . . Experience working in the library industryHands-on experience with SQLFamiliarity with Linux environments and basic networking conceptsStrong analytical skills and a willingness to learnThe ability to work independently while contributing to a positive, collaborative team environmentWhat will you be doing in this role? Acts as a point of contact for technical assistance via phone, e-mail, or CRM (Salesforce).Uses technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases. Escalates more technical and unique issues to senior staff and other technical stakeholders (Cloud/Network/DBA) to ensure appropriate communication with customers.Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests. Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate. Coordinates resolution of interoperability issues across the product families or external vendors.Interact closely with internal departments (development, product management, support teams, etc.)About the Team You’ll be joining a truly global Customer Care team, with colleagues collaborating from all around the world. We’re a diverse group that values shared expertise, open communication, and a supportive, inclusive culture. We work closely together to deliver exceptional service and continuously learn from one another.Benefits: Holidays: 25 days paid leave per annumPrivate Health InsurancePaid LunchYearly BonusYearly Merit PlanMy Learning PlatformFit PassLife InsuranceAccident InsuranceCompany bicycles for rent free of chargeHours of WorkThis is a full-time position, with core working hours within US shift, 2pm – 10 pm Belgrade time. This is a hybrid position working in the office for a minimum of 3 days every other week.Please note that only shortlisted candidates will be contacted#LI-HybridAt Clarivate, we are committed to providing equal employment opportunities for all qualified 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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