Technical Support Analyst

Clarivate Analytics US LLC; Ann Arbor (MI); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Clarivate Analytics US LLC in Ann Arbor, MI is seeking a Technical Support Analyst to provide product support for Foundation IP, Memotech and Inprotech. You will be the first point of contact for technical assistance and will resolve inquiries across multiple channels.

You will escalate advanced issues to senior staff and document diagnostic details to aid in resolution, while ensuring customer satisfaction and timely communication. This is a hybrid role based in Ann Arbor.

Qualifications

• Bachelor's degree or equivalent work experience in a customer care environment.
• A minimum of 2 years equivalent and progressive work experience.
• Oracle or SQL Server knowledge.
• Proficiency in Microsoft Office.
• Experience with Web Servers configuration, SQL queries and IIS.

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 elevate other issues to the relevant function.
• 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

Oracle/SQL Server

MS Office

Web servers/IIS

Education

Bachelor's degree

Tools

SQL Server

IIS

Job description

We are looking for a Technical Support Analyst to join our team in Ann Arbor! In this role you will provide product support to external and internal clients that will encompass both functional and technical aspects of our IP products Foundation IP, Memotech and Inprotech.

You will collaborate closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction. We would love to speak with you if you're tech savvy with great troubleshooting and customer support skills!

About You - experience, education, skills, and accomplishments

• Bachelor's degree or equivalent work experience in a customer care environment

• A minimum of 2 years equivalent and progressive work experience

It would be great if you also had...

• Oracle or SQL Server knowledge

• Proficiency in Microsoft Office

• Experience with Web Servers configuration, SQL queries and IIS

What will you be doing in this role?

• 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 elevate other issues to the relevant function.

• 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.

About the Team

Our Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs.

Hours of Work

• Full time - Hybrid in our Ann Arbor, MI office Tue-W- TH

• The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements.

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.