Technical Support Analyst page is loaded Technical Support Analyst Apply remote type Hybrid locations Malaysia - Penang time type Full time posted on Posted 30+ Days Ago job requisition id JREQ129212 Job Description We are looking for Technical Support Analyst to join our Professional Services team in Penang. This role works in a close, collaborative manner with System Librarians, Cloud Operations, and Product teams to provide the highest levels of customer service to Innovative customers.
About You – experience, education, skills, and accomplishments
BSc in Computer Science, Engineering, or relevant field
Knowledge in computers and information systems
Working experience withSQL / Oracle DB, XML/HTML, TCP/IP
At least 3 years' experience in developing or supporting enterprise software using any of the following - J2EE/JSON/REST/API/XML/Spring/Ruby, Oracle, Postgres databases, SQL, Apache and Tomcat web servers, Bash
Experience working as Tier 1 level support and/or helpdesk function.
It would be great if you are having
Working in library information technology and/or Software industry
System analysis, troubleshooting, debugging code
Strong commitment to great customer service
What will you be doing in this role?
Serve as a Level 1 technical support for Polaris and Vega ILS customer
Perform problem analysis/troubleshooting and implement corrective and preventive measures to prevent recurrence.
Use our ticketing system to work on and resolve incident tickets & service requests
Escalate tickets that require Level 2/3 support
Timely communication to customer the status of their ticket every step of the way, updating customer of any changes related to their issue
Make sure that tickets aren't "stale" throughout the process
Provide technical solutions & best practices.
Interact with internal departments (development, cloud, etc.) and customer.
Become a knowledge domain expert for Polaris and Vega software.
About the Team
Global Professional Services teams are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.
We provide world-class services by consistently meeting customer satisfaction while continuously improving our organizational efficiency
Working Mode: In office
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.About UsClarivate is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world's most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com .#J-18808-Ljbffr