We are looking for a Technical Support Analyst to join our Alma Tier 1 Team. This is an amazing opportunity to work with Alma and support our customers throughout North America. The team consists of seven people and is reporting to the Technical Support Manager. We would love to speak with you if you have skills in troubleshooting and analyzing software issues.   

About You  

Bachelor’s degree with at least two years’ related client service experience, or equivalent combination of education and experience 

At least one year of experience in a library setting or supporting software.  

At least one year of working experience with MS Office Suite of products. 

It would be great if you also had . . .    

A master’s degree in library science

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.

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 seve 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. 

Hours of Work    

8am-5pm CST; full-time

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