We are looking for a Belgrade-based Technical Support Analyst to join our global Customer Care team. This is an amazing opportunity to learn more about our products within Academia & Government. In this role, you would analyze and resolve complex software-related issues. The inner team consists of 9 people and is reporting to the Manager of Customer Care. We would love to speak with you if have previous experience in technical support analysis and would like to develop your career in Academia & Government segment.

About You – experience, education, skills, and accomplishments

2+ years of experience in technical customer support

Proficient level of English language

It would be great if you also have . . . 

Library or Information Science degree or Experience in the Library industry

Ability to communicate (written and spoken) in other languages, such as Hebrew, French, Spanish

Previous experience with SQL and/or ERP systems

What will you be doing in this role?

Act as first point of contact for technical assistance via cases, chat, e-mails or other customer service systems.

Use technical skills and knowledge of software-based products to resolve cases that are driven software workflows, released functionality, and customer use cases.  

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.  

Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.   

Coordinate resolution of interoperability issues across the product families or external vendors.    

About the Team

Our Customer Care team consists of 700+ individuals located across the globe. The primary focus is to ensure our customers receive a best-in-class service experience using our products.  We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication. Within A&G segment, we serve some of the most prestigious academic institutions and research universities around the world. Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success.

Benefits 

Holidays: 25 days paid leave per annum  

Private Health Insurance  

Paid Lunch 

Yearly Bonus  

Yearly Merit Plan  

My Learning Platform  

Fit Pass  

Life Insurance 

Accident Insurance 

Company bicycles for rent free of charge

Hours of Work  

This is a permanent full-time position. The working hours would be standard EMEA working hours.

This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week. 

#LI-Hybrid 

Please note that only shortlisted candidates will be contacted.

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