Hybrid Application Support Analyst – Elevate Tech Help

Clarivate Plc; Ann Arbor (MI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Clarivate Plc in Ann Arbor seeks an Application Support Analyst to provide product support for IP products Foundation IP, Memotech and Inprotech. You will collaborate with end-users, IT teams, and vendors to diagnose issues, guide customers, and maintain high satisfaction levels.

The role requires a Bachelor's degree or equivalent and 2+ years in technical support or customer service. Hybrid work in our Ann Arbor office is available, with standard 8-hour shifts 8:00 AM–8:00 PM EST.

Qualifications

• Bachelor's degree or equivalent work experience in a customer care environment.
• 2+ years of experience in a technical support or customer service role.

Responsibilities

• Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
• Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat).
• Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers.
• Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
• Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escal
• Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
• Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.

Skills

Troubleshooting

Customer service

Communication

Education

Bachelor's degree or equivalent in customer care environment

Tools

Oracle

SQL Server

Web Servers configuration

SQL queries

IIS

Microsoft Office

Job description

Clarivate Plc in Ann Arbor seeks an Application Support Analyst to provide product support for IP products Foundation IP, Memotech and Inprotech. You will collaborate with end-users, IT teams, and vendors to diagnose issues, guide customers, and maintain high satisfaction levels.

The role requires a Bachelor's degree or equivalent and 2+ years in technical support or customer service. Hybrid work in our Ann Arbor office is available, with standard 8-hour shifts 8:00 AM–8:00 PM EST.