We are looking for a Technical Support Analyst - ( Life Sciences Librarian )to join our global Customer Care team supporting our Life Sciences and Healthcare products. Ensuring customer satisfaction is maintained at a high level will involve ensuring that customer issues are resolved in a timely and efficient manner. Utilizing strong analytical and problem-solving skills, you will develop and implement customer care strategies to enhance customer retention and loyalty.
About You – experience, education, skills, and accomplishments Excellent written and spoken English communication skills.Bachelor's degree (Library sciences, STEM) or equivalent2 years of relevant experienceExperience in searching literature databases (OVID, Embase, Dialog, etc) with a preference for Biomedical database knowledge.Pharmacovigilance knowledge and another language besides English knowledge are nice to haveWhat will you be doing in this role? Acts as the first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.Uses technical skills and knowledge of software-based products to resolve cases that are driven by software workflows, released functionality, and customer use cases.Escalates more technical and unique issues to senior staff and ensures appropriate customer communication.Gathers information from users to accurately diagnose and understand technical and literature search issues, documenting detailed support requests.Investigates, reports, and documents customer issues and/or enhancement requests and ensures that internal and external stakeholders are updated as appropriate.Coordinates resolution of interoperability issues across the product families or external vendors. About the Team : Our Customer Care team sits within the larger Customer Experience and Data Science organization. Our team is comprised of global colleagues based in the US, Europe and Asia and we maintain a dynamic team culture focusing on collaboration and mutual support.
Hours of Work This is a permanent full-time position at 40 hours a week (35 hours during July and August). The working schedule is flexible, mostly centered on CET time zone with the occasional need to accommodate late or early meetings with US or East Asia time zones. The position is hybrid going to the office in Barcelona 2-3 times per week.What We Can Offer You A modern culture environment combined with all the financial and stability advantages of working for a large business.Active volunteering community, with 40 annual paid hours of volunteering time.Private Health and Life & Disability insurances.Tax-free benefits (Ticket Restaurant scheme, kindergarten and transport cards).Language classes (Catalan, Spanish and English).Global and dynamic employee base (more than 20 nationalities).30 working days of vacation.#LI-Hybrid, #LI-SK1
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.
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