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

Bachelor’s degree in related field

2+ years of experience providing online training or customer support.

1+ years of experience leading an application support team serving global customers.

It would be great if you also had…

Master of Library Science (MLS), or Master of Library and Information Science from ALA accredited institution, or equivalent experience/degree.

Experience with MS Office (Excel, Word and PowerPoint) and technical troubleshooting tools.

Previous experiences with Salesforce or similar tools.

Previous experience with JavaScript and XML

Advanced experience with HTML and CSS.

Fluency in an additional European language would be a bonus.

Experience with library OPACs and other bibliographic records systems.

Experience with electronic journals and databases and using academic search engines.

Maintains high degree of knowledge about products and technical issues affecting those products.

What will you be doing in this role?...

Responsible for day-to-day management of a support team that assists customers with service and product support issues. Ensures best-in-class service to Clarivate’s customers through timely and effective responses to all customer inquiries.

Responsible for the Technical Support Team achieving high customer satisfaction and success measured through specific KPIs.

Monitors team performance against KPIs and take action to correct course and achieve objectives through the team.