Job Description

• Serve as the first point of contact (via phone, email, and web-based support portal) as a part of the customer service team regarding questions and issues related to multiple software products. 
• Triage of all incidents logged, determining the priority levels of all calls 
• Interact with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocate 
• Resolving incidents in accordance with the Service Level Agreements; priorities and resolve quick issues and escalate other issues to the relevant function  
• Building customer relationships via phone, email, and other channels 
• Foster internal relationship with the other support teams 
• Develop a full understanding of service capabilities, 
• Contribute to the development of services best practices (in particular around technical aspects) 
• Additional tasks as defined by management 
• Develop product knowledge through training and mentoring; aiming to develop expertise across the Clarivate software product suite 
• Maintain detailed call records for all internal and external customer interactions.  
• Strive to meet all performance metrics for software support delivery 
• Act upon and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization 
• Proactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software Support 
• Act as the ‘face’ of Clarivate and demonstrate our company values at all times 
• Other duties as assigned 

Job Requirements

1. Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experience 
2. Basic knowledge of patent lifecycle & renewals knowledge preferred 
3. Previous long-standing business-to-business customer facing experience and strong customer orientation 
4. Consistent, positive attitude and deep customer service orientation 
5. Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers 
6. Demonstrated attention to detail 
7. Ability to work well under pressure 
8. Basic analytical and problem-solving skills 
9. Strong and effective communication skills: able to communicate clearly and concisely 
10. Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc. 
11. Capability to develop a thorough knowledge of Clarivate’s products and services 
12. Languages: Excellent verbal and written communication skills are crucial. 
13. Desire to remain in and grow an exciting career within a dynamic, innovative company 

Company Benefits

Additional Info