Technical Support Analyst

We are looking for a Technical Support Analyst  to join our global Alma Subject Matter Expert Support team! The Technical Support Analyst is responsible for providing technical assistance, troubleshooting, and problem resolution to end users and customers experiencing software issues.

This is an amazing opportunity to work on Alma supporting our global clients. If this sounds like an opportunity you are interested in, then we would love to talk to you!

About You – Experience, Education, Skills, And Accomplishments.

• 2 years of experience working in a related Customer Care or library environment.
• Bachelor’s degree (Library Sciences, STEM or Computer Science) or equivalent relevant experience.
• Fluency in English required (written and spoken).
  
  

It would be great if you also had . . .

• Experience with MS Office (Excel, Word and PowerPoint).
• Basic working knowledge with SQL queries
• Experience working in a Fulfillment desk or Acquisitions department of a library
  
  

What will you be doing in this role?

• Investigate and troubleshoot technical issues and product defects
• Resolve complex software-related issues by providing technical solutions
• Interact with internal departments (development, product management, support teams, etc.)
• Communicate directly with customers around the world
• Become a knowledge domain expert for Ex Libris Alma software
  
  

About The Team

The global team consists of twenty analysts who report to their respective Technical Support Leaders. We investigate and troubleshoot technical issues and product defects and report them to the development team if needed.

Our team works closely with the company's development teams, Product Management, and other Support teams to provide an excellent customer experience.

Hours of Work

This is a full-time permanent position that can be based in Barcelona, Spain or else Jerusalem, Israel and will require hybrid working in either our Jerusalem or our Barcelona office, which is located next to Sagrada Familia (2 days per week in office, rest of week remote).

This position requires weekday attendance with some scheduling flexibility available around core working hours.

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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.

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.