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 Intellectual Property 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 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

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 – This is a Hybrid role in our Ann Arbor, MI office working Tue-Wed-Thurs in office

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.

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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled