Technical Support Analyst chez Clarivate

We are looking for a Technical Support Analyst to join our regional Alma Customer Care Team! The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues. 

This is an amazing opportunity to work on Alma supporting our global clients. If you have skills in information science, librarianship and technology, then we would love to talk to you! 

About You – experience, education, skills, and accomplishments.

• 2 years of experience working in a related Customer Care or library environment.

• Bachelor’s degree (Library Sciences, STEM or Computer Science) or equivalent relevant experience.

• Fluency in English required (written and spoken).

It would be great if you also had . . .

• Prior experience in technical customer support work

• Fluency in at least one of these European languages: Spanish, Italian, French, German, CEFR skills B2 or higher

What will you be doing in this role?

• Analyze and resolve complex software-related issues and communicate with customers around Europe, and stakeholders within the company, such as Development teams and Product Management

• Support at Ex Libris is provided mainly through written communication and occasionally includes chat and calls/meetings. Our customers work with SaaS environments

• Curate product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc

• Attend and report on product update or training sessions as assigned.

• Maintain current knowledge of products, processors, and feature functionality

Product you will be supporting

• Ex Libris Alma is a secure, scalable end-to-end library software system for managing the acquisition, sharing, cataloging, and use of all kinds of resources, including physical and electronic books, physical and electronic periodicals, and digital resources.

About the Team

You will report to the Technical Support Team Leader, and your team members are located in Spain, France, and Germany. You will work cross functionally with other teams such as the company's development teams, 2nd line of Support, Product Management, and other Support teams to provide an excellent customer experience. We’re a team of experts with different professional backgrounds, nationalities, locations working together for a shared mission.

Hours of Work
This is a full-time permanent position based in Barcelona, Spain and will require hybrid working in our Barcelona office, which is located next to Sagrada Familia (2 days per week in office, rest of week remote).

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

#LI-Onsite, #LI-Hybrid

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.