Technical Support Analyst - Product Expert & Troubleshooter

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

Job summary

Clarivate in Ann Arbor, MI is seeking a Technical Support Analyst to provide product support for Foundation IP, Memotech, and Inprotech. You will collaborate with end-users, IT teams, and vendors to diagnose issues, offer guidance, and maintain high customer satisfaction across our IP solutions.

The role emphasizes strong troubleshooting, clear communication, and a customer-first mindset, with hybrid work options and opportunities to grow technical expertise in North America.

Qualifications

• Bachelor's degree or equivalent work experience in a customer care environment
• A minimum of 2 years equivalent and progressive work experience

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 escalate 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

Troubleshooting

Customer support

Technical communication

Team collaboration

Education

Bachelor's degree

Tools

Oracle

SQL Server

IIS

Microsoft Office

Job description

Clarivate in Ann Arbor, MI is seeking a Technical Support Analyst to provide product support for Foundation IP, Memotech, and Inprotech. You will collaborate with end-users, IT teams, and vendors to diagnose issues, offer guidance, and maintain high customer satisfaction across our IP solutions.

The role emphasizes strong troubleshooting, clear communication, and a customer-first mindset, with hybrid work options and opportunities to grow technical expertise in North America.