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CA
Clarivate Analytics US LLC
Technical Support Analyst
Career Insights for Technical Support Engineer / Analyst
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Scorecard
Based on Michigan data
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What they do
A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
$54,211 / year median in Michigan
-2% projected decline
Job Description
We are looking for a Technical Support Analyst to join our team in Ann Arbor! In this role you will provide product support to external and internal clients that will encompass both functional and technical aspects of our IP products Foundation IP, Memotech and Inprotech.
You will collaborate closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction. We would love to speak with you if you're tech savvy with great troubleshooting and customer support skills! About You - experience, education, skills, and accomplishments Bachelor's degree or equivalent work experience in a customer care environment A minimum of 2 years equivalent and progressive work experience It would be great if you also had... Oracle or SQL Server knowledge Proficiency in Microsoft Office Experience with Web Servers configuration, SQL queries and IIS What will you be doing in this role? Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems. Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat) Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers. Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests. Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function. Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate. Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization. About the TeamOur Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs. Hours of Work Full time - Hybrid in our Ann Arbor, MI office Tue-W- TH The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements. #LI-Hybrid#LI-LP 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. It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.
You will collaborate closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction. We would love to speak with you if you're tech savvy with great troubleshooting and customer support skills! About You - experience, education, skills, and accomplishments Bachelor's degree or equivalent work experience in a customer care environment A minimum of 2 years equivalent and progressive work experience It would be great if you also had... Oracle or SQL Server knowledge Proficiency in Microsoft Office Experience with Web Servers configuration, SQL queries and IIS What will you be doing in this role? Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems. Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat) Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers. Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests. Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function. Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate. Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization. About the TeamOur Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs. Hours of Work Full time - Hybrid in our Ann Arbor, MI office Tue-W- TH The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements. #LI-Hybrid#LI-LP 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. It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.