We are looking for a Technical Support Analyst to join our Alma Tier 1 Team in Barcelona, Spain. This is a great opportunity to work on the leading library software Alma. We have a good skill set in Customer Support, and we would like to speak with you if you have experience in analyzing and resolving complex software-related issues.
About You – experience, education, skills, and accomplishments
• At least 2 years of Technical B2B Customer Support experience
• Bachelor’s degree (or equivalent qualification/experience) in library sciences, information sciences or related technical field
• High analytical skills and problem-solving mindset
• Highly proficient in spoken and written English
It would be great if you also had . . .
• Ability to work as part of a diverse, motivated team
• Ability to communicate in both technical and non-technical language with customers and co-workers
• Self-motivated and able to maneuver in a multitasking environment
• Independence, initiative, and... ability to learn and follow through on tasks
• Experience working in the library industry
• Experience in the Research field
• At least one of these European languages: Spanish, Italian, CEFR skills B2 or higher
What will you be doing in this role?
• Analyze and resolve complex software-related issues and communicate with customers around Europe, and stakeholders within the company, such as Development teams and Product Management
• Support at Ex Libris is provided mainly through written communication and occasionally includes chat and calls/meetings. Our customers work with SaaS environments
• Attend and report on product updates or training sessions as assigned.
• Maintain current knowledge of products, processors, and feature functionality
• Curate product support collaterals as needed to enhance product adoption and usage, including FAQs, technical tips, technical/functional specifications, etc.
• Collaborate with colleagues across teams to solve issues, improve time to issue resolution and, streamline the overall customer experience
The Product you will be supporting
You’ll be working on Ex Libris Products. Ex Libris, part of Clarivate is a global Education Technology industry leader. We serve some of the most prestigious academic institutions and research universities worldwide, with over 7,500 customers in 90 countries.
Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see https://exlibrisgroup.com/
About the Team
You will report to the Technical Support Team Leader, and your team members are located in Spain, France, and Germany.
Hours of Work
This is a permanent full-time position (40 hours per week), Hybrid model going to our office in central Barcelona (next to Sagrada Familia) 2-3 times per week.
What we can offer to you:
• 30 working days of vacation
• Active volunteering community, with 40 paid hours of volunteering time
• Life & Disability insurance policy
• Tax-free benefits (Ticket Restaurant scheme, kindergarten and transport)
• Agile work environment with a team of talented colleagues
• Among other benefits
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
Barcelona Spain