Customer Support Expert
hace 17 horas
We are seeking a skilled Customer Support Expert to join our team at Clarivate. As the first point of contact, you will be responsible for handling all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders.
Main Responsibilities:
- Analyze and respond to customer cases in a timely manner
- Determine which customer cases require reporting to the Rapido development team as defects
- Link customer cases to existing development defects that match the customer's reported issue
- Handle re-indexing procedures to resolve data issues for customers
- Create defect reports for the Rapido development team's review in Jira
- Provide assistance with 'System Down' issues during normal business hours
About You:
To be successful in this role, you should have:
- A 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
- Fluency in English and Spanish
You will also benefit from having:
- 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 manage multiple tasks
- 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
Compensation: $65,000 - $85,000 per year, depending on experience. Benefits include health insurance, retirement plan, and paid time off.
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.
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