We’re looking for a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be responsible for delivering expert technical assistance to end users and customers experiencing complex software, hardware, or network issues.

About you – experience, education, skills, and accomplishments

• Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent  
• 5 years of relevant experience 

What will you be doing in this role?

• Acts as primary escalation point for end users and customer contacts, including system admins, facing complex technical issues. Refers cases to the development team as necessary.  
• Applies in-depth product and application knowledge to address unique cases, often requiring reconfiguration or devising scripts.   
• Uses suitable diagnostic tools for troubleshooting.  
• Provides direction during customer visits and mentors less experienced colleagues.   
• Consults with Customer Care leaders on trends, patterns, risks, and opportunities related to support services.  
• Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.   
• Identify training and educational opportunities and work with management to establish internal training plans on new products, releases, and enhancements.    
• Performs root cause analysis to draw insights and problem management opportunities and works with internal and/or external stakeholders to put actionable strategies in place. 

About the Team

Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. 

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed.  

At 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.