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Software Support Incident Manager

Customer Service
Full-Time
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Bayan Baru, Penang

About The Job

 
Department:   Commercial Performance and Operations (CPO) 
Reports to:     Head of Global Business Center 
 
About Clarivate: 
 
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, and MarkMonitor™Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers. 
 
 
Purpose of Position: 
 
Working at Clarivate means working for the world’s leading IP technology company and working with some of the world’s most innovative and disruptive companies. Our customers (including 89% of the world’s top patent filers at the last count) choose us because we specialise in developing and delivering innovative products and services that eliminate risk and leave them to do what they do best: activate ideas that change the world. 

This role helps reinforce the delivery of world class software support by providing focus on high-volume or escalated cases.  The Support Incident Manager acts as a liaison for the customer within Clarivate to ensure the appropriate focus and prioritization of software incidents and/or a trend of related software issues are guided through to resolution.  This is done by 1) providing customers with accurate, timely and transparent communication of support incidents, 2) coordinating Clarivate’s efforts to resolve incidents, to reduce volumes and resolution times, and 3) to maintain consistent messaging across organizations 

The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer “personas”. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, are a must. Additional language skills are a plus. 
  
Responsibilities: 
  • Identify customers who, through escalations, At Risk Register (ARR), or a high volume of tickets, are candidates for focused Incident Management attention; 
  • Initiate contact with Customer and coordinate a regular communication plan, ticket update cadence, and negotiate closure of Incident Management process 
  • Provide increased visibility and responsiveness through a coordinated debrief of incident queue and progress with internal Clarivate teams including Sales, CSM, Software Support, Professional Services,Technical Support, Product Managers, and CloudOps 
  • Build and foster customer and internal relationships with Professional Services, Sales, and other groups to help drive company goals through consistent and accurate messaging via phone, email, MS Teams,  and other channels 
  • Develop a full understanding of service capabilities 
  • 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 required 
  2. Previous long-standing business-to-business customer facing experience and strong customer orientation 
  3. Project Management and Incident Management experience 
  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 basic knowledge of Clarivate’s products and services 
  12. Languages: Excellent English verbal and written communication skills are crucial English, 
  13. Desire to remain in and grow an exciting career within a dynamic, innovative company 

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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