Technical Support Analyst

4 days ago

Penang, Malaysia Clarivate Full time

We are looking for Application Support Specialist to join our Professional Services team in Singapore. This role works in a close, collaborative manner with System Librarians, Cloud Operations, and Product teams to provide the highest levels of customer service to Innovative customers.

About You - experience, education, skills, and accomplishments
- BSc in Computer Science, Engineering, or relevant field
- Knowledge in computers and information systems
- Understanding of SQL/ Oracle DB, XML/HTML, TCP/IP
- At least 5 years’ experience in developing or supporting enterprise software using any of the following
- J2EE, JSON, REST API, XML, Spring, Ruby, Oracle, Postgres databases, SQL, Apache and Tomcat web servers, Bash
- Experience working as Tier 1 level support and/or helpdesk function.

It would be great if you are...

Working in library information technology and/or Software industry

What will you be doing in this role?
- Serve as a Level 1 technical support for Polaris and Vega ILS customer
- Perform problem analysis/troubleshooting and implement corrective and preventive measures to prevent recurrence.
- Use our ticketing system to work on and resolve incident tickets & service requests
- Escalate tickets that require Level 2/3 support
- Timely communication to customer the status of their ticket every step of the way, updating customer of any changes related to their issue
- Make sure that tickets aren’t “stale” throughout the process
- Provide technical solutions & best practices.
- Interact with internal departments (development, cloud, etc.) and customer.
- Become a knowledge domain expert for Polaris and Vega software.

Important skills / personal characteristics
- Strong analytical and problem-solving skills (system analysis, troubleshooting, debugging code, etc.)
- Ability to learn quickly
- Excellent written and oral communication skills
- Good interpersonal skills with ability to professionally interact with a diverse blend of personalities to reach resolution and maintain strong relationships.
- Ability to plan, adapt to change, prioritize and effectively multi-task
- Exceptional written and listening skills, employing an empathy-based approach to working with customers of varying knowledge, experience, and cultural backgrounds
- Strong commitment to great customer service
- Proven ability in learning new technology independently and adapting quickly to changing technologies.

About the Team

Global Professional Services teams are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.

We provide world-class services by consistently meeting customer satisfaction while continuously improving our organizational efficiency.

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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