Technical Support Analyst - Hybrid, Product & Data Helpdesk

Clarivate Analytics; Ann Arbor (MI); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Clarivate Analytics is seeking a Technical Support Analyst in Ann Arbor to deliver technical product support for Foundation IP, Memotech and Inprotech. You’ll work with end-users, IT teams, and vendors to resolve issues and ensure high customer satisfaction.

The role emphasizes troubleshooting, customer care, and collaboration within a North America support team. The position is full-time with hybrid work in the Ann Arbor, MI office, and requires strong SQL/Oracle knowledge and MS Office

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 escape 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.

Education

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

Tools

Oracle or SQL Server knowledge

Microsoft Office

Web Servers configuration

SQL queries

IIS

Job description

Clarivate Analytics is seeking a Technical Support Analyst in Ann Arbor to deliver technical product support for Foundation IP, Memotech and Inprotech. You’ll work with end-users, IT teams, and vendors to resolve issues and ensure high customer satisfaction.

The role emphasizes troubleshooting, customer care, and collaboration within a North America support team. The position is full-time with hybrid work in the Ann Arbor, MI office, and requires strong SQL/Oracle knowledge and MS Office