Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property.
We are looking for a Technical Support Analyst to join our regional Alma Tier 1 Support team in Barcelona (Spain). This is an amazing opportunity to work on Alma supporting our global clients within Academia & Government.
About You – experience, education, skills, and accomplishments
- Bachelor’s degree with at least 2 years’ related client service experience, or equivalent combination of education and experience.
- 2 years of experience on Technical Software support B2B
- Fluency in English, written and spoken
It would be great if you also had . . .
- Library or Information Science degree or experience in library work
- Ability to work in a team and have a good rapport with others
- High analytical abilities and an integrated perspective
- Customer orientation
- Ability to communicate in both technical and non-technical language with customers and co-workers
- Self-motivation and ability to maneuver in a multitasking environment
- Independence, initiative, and ability to learn and follow through on tasks
What will you be doing in this role?
- Investigate and troubleshoot technical issues and product defects
- Resolve complex software-related issues by providing technical solutions
- Interact with internal departments (development, product management, support teams, etc.)
- Communicate directly with customers around the world
- Become a knowledge domain expert for Ex Libris Alma software
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
The team consist of nine analyst reporting to the Technical Support Manager, we investigate and troubleshoots technical issues and product defects and reports them to the Ex Libris Tier 2. The team works closely with the development teams, Product Management, and other Support teams within the company to provide an excellent customer experience.
Hours of Work
This is a permanent full-time position (40 hours per week), Hybrid going to our Barcelona central office (next to Sagrada Familia) 2-3 times per week.
Benefits:
- A start up culture/working environment combined with all the financial and stability advantages of working for a publicly traded company.
- 30 working days of vacation
- Volunteering community, with 40 paid hours of volunteering time
- Private Health and Life & Disability insurances.
- Tax-free benefits (Ticket Restaurant scheme, kindergarten, and transport cards)
- Agile work environment with a team of talented colleagues
- On-site language classes (Catalan, Spanish and English)
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.
