Technical Support Analyst

We are looking for a motivated library professional with a strong background in library technologies to join our team of Support Analysts supporting Alma. As a Support Analyst, you will work in a fast-paced and exciting environment where your contributions will directly impact the success of our customers. Primarily serving librarians, you will leverage a ticketing system to review and address technical issues in a Tier 1 support role.
You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries or to handle implementation requirements. We would love to speak with you if you have skills in troubleshooting and analyzing software issues.   

About You  

• Bachelor’s degree or equivalent relevant work experience

• At least 1-2 years of experience working in a client service experience position

• At least 1 year of working experience with MS Office Suite of products

It would be great if you also had . . .    

• 2+ year of experience in a library setting or supporting software

• Experience with XML, Web application development, CSS, SQL, or Microsoft Access 

• Experience with Salesforce or another ticketing system; experience with live chat support 

• Experience with library workflow tools such as OPACs, discovery layers, academic research tools and other bibliographic records systems

• Ability and desire to troubleshoot and problem solve

• Self-starting, self-motivated, team player with the ability to work independently as well

• Strong organizational skills with an ability to work well under stringent deadlines and shifting priorities

What will you be doing in this role?  

You will be responsible for providing the first point of contact for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. The position's main purpose is to diagnose and resolve both technical and product functional inquiries. 

• Investigate, diagnose, and communicate solutions to customers regarding application issues and technical problems or questions via a ticketing system and live chat

• Attend and report on product updates or training sessions as assigned. Maintain current knowledge of products

• Author and maintain product support documentation as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc

• Collaborate with colleagues across teams to solve issues, improve time to issue resolution, and streamline the overall customer experience

• Participate in phone calls with customers as needed

About the Team     

This team of 5 analysts is very collaborative and works closely with the Alma Tier 2 team.  Alma is the flagship product for Ex Libris and this team primarily serves the North American customer base. As a Support Analyst, you will report to the Technical Support Manager.

Hours of Work    

• Full time, permanent position

• 8am-5pm CST; full-time

• This is a hybrid role working 2-3 days a week in one of our US Clarivate offices (Ann Arbor, Kansas City, Philadelphia, Alexandria)

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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled