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Customer Service Executive

4 months ago

Bengaluru, India Clarivate Full time

Ex Libris, Part of Clarivate, is a leading global provider of cloud-based solutions for higher education. We offer SaaS solutions that increase library productivity, maximize the impact of research activities, enhance teaching and learning, and drive student mobile engagement.

We are seeking an exceptional and talented person to be part of the Content Operation Support Team. The Technical Analyst will be required to analyse and resolve complex system and product-related issues. The analyst will work in Cloud environments and SQL Databases.

The position will require cooperation with other support teams, Engineering, Product Management, and Ex Libris customers worldwide. The Technical Support Analyst provides quality and efficient service to our customers.

Our customers are academic and national libraries and research offices worldwide, and we provide support on a B2-B level.

Our base is in the Jerusalem, Israel office, working in a hybrid model

What will you be doing?

A typical day might include the following:

- Analyse and solve complex issues in customer's environment.
- Provide professional and high-level Customer Support on Ex Libris products
- Work as a team member and collaborate with other teams
- Daily communication with customers via CRM systems, E-mails, and phone calls.
- Work along with other groups in the company - Product Management and account managers.

About you - Experience, Education, Skills
- B.S.C degree or equivalent technical training in related field
- Minimum 1-year client service experience, or equivalent
- Fluency in English, written and spoken
- Ability to work in a team and have 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
- Ability to work under pressure

It would be good if you also have
- Experience in technical customer support
- Familiarity with Research Office practices
- Familiarity with librarianship practices/information science - cataloging, classification, search, and referencing
- SQL experience

Hours of Work
- This is a full-time role requiring 40 working hours (excluding breaks) per week.

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.