EX LIBRIS– Who are we?

Ex Libris, Part of Clarivate, is a global EdTech (Education Technology) industry, leader. We serve some of the most prestigious academic institutions and research Universities around the world, with a total of over 7,500 customers in 90 countries.

Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter.

We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As a first point of contact, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. As a key member of the team, your main purpose is to diagnose and resolve both technical and product functional inquiries. A true self-starter, you will be responsible for proactive, seamless customer service in response to client service requests received via multiple channels for the assigned product family. Collaborating internally with regional departments, you will deliver exceptional service by investigating, reporting, and documenting customer issues and/or enhancement requests while ensuring that both internal and external stakeholders are updated as appropriate. Working closely with senior team members, you will actively participate in discussions to optimize the customer experience.

About You – Experience, Education, Skills, And Accomplishments

• Bachelor’s degree or equivalent with at least 2 years of related client service experience
• Fluency in English, written and spoken
• Ability to work in a team and have a good rapport with others
• High analytical abilities and an integrated perspective
• Customer orientation
• Ability to communicate in both technical and non-technical language with customers and co-workers
• Proven skills with MS Office Suite of products
• Ability to learn new software products quickly and to adapt to changes in delivered services
• Self-motivation and ability to maneuver in a multitasking environment
• Independence, initiative, and ability to learn and follow through on tasks, ability to work under pressure
  
  

It would be great if you also had . . .

• Experience working with libraries or in higher education
• Familiarity with HTML, CSS, SQL, and data interchange formats like XML or JSON
• Experience working with Salesforce or Atlassian JIRA
  
  

What will you be doing in this role?

• Analyzing customer cases and responding promptly to customers on these cases.
• Determining which customer cases should be reported to the Rapido development team as defects.
• Linking customer cases to existing development defects that match the customer's reported issue.
• Handling re-indexing procedures to fix data issues for customers.
• Creating defect reports for the Rapido development team's review in Jira.
• Providing assistance with 'System Down' issues during normal business hours.
  
  

The product you will be developing

Rapido and RapidILL are digital borrowing solutions that act as an extension of the library collection. Students navigate the borrowing journey in a few clicks. Rapido’s transparent delivery dates let users know whether items will arrive in time for their paper or exam. The automation of the borrowing and lending processes allows staff to manage a higher volume of requests with less effort, while users can receive their items in time for their paper or exam with guaranteed delivery dates.

About The Team

The Rapido and RapidILL Support Team supports Ex Libris’ library resource-sharing service used by libraries worldwide. The team consists of analysts in Europe, the Middle East, Central America, and North America, and sits within the larger Ex Libris Support Department, part of Clarivate’s Customer Care organization.

Hours of Work / More important information for you:

Our base is in the Jerusalem, Israel office, working in a hybrid model

This is a full-time position, primarily working core business hours in your time zone, with the flexibility to adjust to various global time zones as needed.

Why Ex Libris?

At Ex Libris, we value our employees and are striving to create the perfect balance between work and home life. Join us to be part of a family-like environment; enjoy our unique culture and benefits. Be part of a thriving, productive community helping change the future of higher education with the state-of-the-art technology from Ex Libris.

At Ex Libris, we work hard and have fun doing it!

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