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 accomplishments

• Bachelor’s degree (Library sciences, STEM, Computer Science) or equivalent

• 2+ years of relevant experience in technical support within customer-facing roles

• Proficient level of English language

It would be great if you also had . . .   

• Experience working in the library industry

• Hands-on experience with SQL

• Familiarity with Linux environments and basic networking concepts

• Strong analytical skills and a willingness to learn

• The ability to work independently while contributing to a positive, collaborative team environment

What 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 annum

• Private Health Insurance

• Paid Lunch

• Yearly Bonus

• Yearly Merit Plan

• My Learning Platform

• Fit Pass

• Life Insurance

• Accident Insurance

• Company bicycles for rent free of charge

Hours of Work

This 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-Hybrid

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.