We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As first point of contact, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. Your main purpose is to diagnose and resolve both technical and product functional inquiries. You will be responsible for proactive, seamless customer service in response to client service requests received via multiple channels for the assigned product family. You will collaborate internally with regional departments, deliver exceptional service by investigating, reporting, and documenting customer issues and/or enhancement requests while ensuring that both internal and external stakeholders are updated as appropriate. Working closely with senior team members, you will actively participate in discussions to optimize the customer experience. 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
• Bachelor’s degree or equivalent, relevant work experience
• 3 years of client services or related experience
• 3 years of experience in a software application support role, or as a systems librarian or other technical librarian role
• Must be fluent in English and Spanish
It would be great if you also had…
• Proven skills with MS Office Suite of products
• High analytical abilities and an integrated perspective
• Ability to communicate in both technical and non-technical language with customers and co-workers
• Ability to learn new software products quickly and to adapt to changes in delivered services
• Self-motivation and ability to maneuver in a multitasking environment
• Independence, initiative, and ability to learn and follow through on tasks
• Ability to work under pressure
• Experience working with libraries or in higher education
• Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
• Experience working with Salesforce or Atlassian JIRA
What will you be doing in this role?...
• Analyzing customer cases and responding promptly to customers on these cases.
• Determining which customer cases should be reported to the Rapido development team as defects.
• Linking customer cases to existing development defects that match the customer's reported issue.
• Handling re-indexing procedures to fix data issues for customers.
• Creating defect reports for the Rapido development team's review in Jira.
• Providing assistance with 'System Down' issues during normal business hours.
About the Team
The LATAM Support Team supports Ex Libris’ library related products, used by libraries world-wide. The team consists of analysts in Peru, Chile, Brazil, Colombia and Mexico, and sits within the larger Ex Libris Support Department, part of Clarivate’s Customer Care organization.
We support organizations not only from Latin America, but also the Caribbean and other Spanish and Portuguese speaking institutions around the globe. Join us in this marvelous adventure.
Hours of Work
• Full time, permanent
• Although duties are typically performed during normal business hours, occasional off-hours may be required
• Hybrid position
At Clarivate, we are committed to providing equal employment opportunities for all 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
Mexico City CDMX Mexico