Technical Support Specialist

hace 7 días

Ciudad de México, Ciudad de México Clarivate A tiempo completo

About the Role

We are seeking a skilled Technical Support Specialist to join our team at Clarivate. This role is responsible for providing exceptional customer service, troubleshooting technical issues, and resolving customer inquiries.

Key Responsibilities:

  • 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 worldwide. 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.

What You Will Need

To be successful in this role, you will need:

  • 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.

Preferred Skills

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 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.

Salary and Benefits

We offer a competitive salary of $65,000 per year, plus benefits including health insurance, 401(k) matching, and paid time off.

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