Customer Support

1 week ago

Singapore Ex Libris Full time

We are excited to add a new Customer Support to the Clarivate team. In this role you will be responsible for overseeing all operations at a customer site to ensure customer satisfaction. You will analyze, isolate issues, and develop solutions while maintaining detailed documentation and steps taken toward resolution. The Customer Support builds strong relationships with libraries serving as the primary contact. As the expert in the Polaris platform, you will team up with technical specialists and engineers to provide support in all areas. You will formulate detailed plans for upgrades and ongoing product support. It is also your responsibility to coach team members on the use and creation of knowledge based content.

Additional Responsibilities:

- Plays an active customer-facing role in Support Communities as needed.
- Develops skill set to include practical knowledge in the areas of Microsoft Transact-SQL, Reporting Services, and the Polaris ILS.
- Works with site to identify training needs and schedules such training.
- May lead and manage project planning for the team.
- May provide guidance and coaching to less-experienced peers.
- About you
- Master’s degree in library science, completed or in-progress, or equivalent experience
- 2 year of customer service experience
- It would be great if you also had
- 1 year of experience in the library industry
- Prior experience with SQL is preferred
- It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

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