We are looking for a Technical Support Analyst  to join our global team! The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues.

If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You – experience, education, skills, and accomplishments.

2+ years of experience working in a related Customer Care or library environment.
Bachelor’s degree (Library Sciences, STEM, or Computer Science) or equivalent relevant experience.
Fluency in English required (written and spoken).

It would be great if you also had . . .

Excellent communication skills, both written and verbal
Strong interpersonal skills with a focus on polite and professional customer engagement
Ability to troubleshoot effectively and think analytically
Previous experience working with Jira, Salesforce or similar ticketing systems
Knowledge of Italian language is a plus, but not required

What will you be doing in this role?

Acts as 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 software workflows, released functionality, and customer use cases.
Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.
Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate. 
Coordinates resolution of interoperability issues across the product families or external vendors.

About the Team

Our global team consists of 8 Technical Support Analysts and a Team Leader, located across multiple regions. Despite being geographically distributed, we work as a tightly connected unit, collaborating daily to investigate and troubleshoot technical issues and product defects.

Hours of Work / More important information for you:

This is a full-time position.

To ensure optimal support for our clients in the Australia and New Zealand (ANZ) region, working hours must cover at least 50% of ANZ business hours.

Our team operates in a hybrid model. Flexibility, collaboration across time zones, and a proactive approach to communication are key to success in this role.

Please note that only shortlisted candidates will be contacted.

#LI-Hybrid

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.