Customer Care Operations Analyst

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 worldwide, with 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 looking for a Customer Care Operations Analyst to join our team in Jerusalem. This is an amazing opportunity to work on our operation team. The team consists of 3 people and reports to the operations group Manager. We have a great skill set analysing and we would love to speak with you if you have skills in analyses Salesforce and Power BI reports and dashboards to track key performance indicators and customer trends .
About You – experience, education, skills, and accomplishments
0-2 years of experience analysing reports.
0-2 years working with Excel functions .
0-2 years of experience working with accurate documentation of customer interactions.
0-2 years of project management .
Education -student bachelor's degree industrial engineering , computer science or other related degree
It would be great if you also had . . .
Power BI experience
Salesforce experience
Jira experience
What will you be doing in this role?
Prepare and analyze Salesforce and Power BI reports and dashboards to track key performance indicators and customer trends. Help translate data into actionable insights for the team.
Work closely with the team to identify areas for process and system enhancement and support the implementation of improvement initiatives. This includes documenting current processes, suggesting optimizations, and helping to train team members on new procedures.
Ensures that customer care processes and interactions are accurately documented and maintained. This includes updating and organizing existing documentation, creating templates, and ensuring that documentation is updated regularly.
Coordinate and manage small projects or segments of larger initiatives by preparing project plans and tracking progress.
Stay adaptable and willing to learn new technologies and systems used by the Customer Care organization by becoming proficient in our current systems and being open to learning new ones as the team evolves.
You will be part of the operation team part within the customer care organization.
About the Team
This small team consists of 3 team members.
Hours of Work / More important information for you:
Our base is in the Jerusalem, Israel office, working in a hybrid model.
It is a part time fixed term position.
Why Ex-Libris?
Ex Libris values our employees and strives 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 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.