Technical Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México Clarivate A tiempo completo

We are seeking a highly skilled Technical Support Analyst to join our team at Clarivate. As the first point of contact, you will be responsible for handling all inbound customer inquiries and providing expert support to customers, distributors, and internal stakeholders.

About the Role

The Technical Support Analyst will be responsible for diagnosing and resolving technical and product functional inquiries. You will work closely with senior team members to optimize the customer experience and ensure seamless customer service.

Key Responsibilities

  • Analyze customer cases and respond promptly to customers.
  • Determine which customer cases should be reported to the development team as defects.
  • Link customer cases to existing development defects that match the customer's reported issue.
  • Handle re-indexing procedures to fix data issues for customers.
  • Create defect reports for the development team's review in Jira.
  • Provide 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.

We support organizations not only from Latin America but also the Caribbean and other Spanish and Portuguese-speaking institutions around the globe.

Requirements

  • 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 Qualifications

  • 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.

What We Offer

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.

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