Technical Support Analyst - Barcelona, España - Clarivate

Clarivate

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

beBee Recruiter

Descripción

#hybrid - Barcelona

We are looking for a Technical Support Analyst to join our European Support Team in Spain. This is an amazing opportunity to work in a team of Ex Libris product experts.

We have a great skill set in knowledge-centered technical support in the library industry and we would love to speak with you if you have skills in information science, librarianship and technology.

About You - experience, education, skills, and accomplishments

Bachelor's degree (or equivalent qualification/experience) in library sciences or information sciences
Career jumpers with a professional experience, and young professionals / career starters are welcome
English Language skills CEFR B2 or higher

It would be great if you also had...

Master's degree (or equivalent qualification/experience) in library sciences or information sciences
Professional experience in technical customer support work
Italian language skills B2 or higher

What will you be doing in this role?

Identify issues that require investigation by Tier 2 and transferring the case to tier 2 with a detailed description of the finding from the initial investigation.
Work in close collaboration with other departments
Investigate, report and document customer issues and/or enhancement requests. Ensure that both internal and external stakeholders are updated as appropriate.
Report queries, product defects and feature requests for resolution as appropriate.
Participate in product discussions, working closely with senior members of the team to optimize the customer experience.
Attend and report on product update or training sessions as assigned. Maintain current knowledge of products, processors and feature functionality.
Curate product support collaterals as needed to enhance product adoption and usage, including FAQ's, Technical Tips, technical/functional specifications, etc.
Collaborate with colleagues across teams to solve issues, improve time to issue resolution and streamline the overall customer experience.

Product you will be developing

You'll be working on Ex Libris Products.

About the Team

The team consists of 6 people and is reporting to a team leader. We're a European team of experts with different professional backgrounds, nationalities, locations working together for a shared mission.

Hours of Work

This is a permanent full-time position (40 hours per week). We're focused on providing flexibility around working hours for individual work-life balance.

What we can offer:

A start up culture/working environment combined with all the financial and stability advantages of working for a publicly traded company.
An opportunity to have a real impact on the global Life Sciences industry.
30 working days of vacation
Volunteering community, with 40 paid hours of volunteering time
Private Health and Life & Disability insurances.
Taxfree benefits (Ticket Restaurant scheme, kindergarten, and transport cards)
Agile work environment with a team of talented colleagues
Onsite language classes (Catalan, Spanish and English)
Digital workplace with possibility to work in a central office location in Barcelona with global and dynamic employees.

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.

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.