Technical Analyst

We are looking for a Technical Analyst to join our team. You will be responsible for overseeing all operations at a customer site to ensure customer satisfaction. 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 Master’s degree in library science, completed or in-progress 1 years of customer service experience It would be great if you also had... 1 year of experience in the library industry is preferred. Prior experience with SQL What will you be doing in this role? Analyze and isolate reported problems in order to develop and implement solutions while documenting ongoing progress and detailed resolutions via the ticketing system Build relationships with libraries as the primary support contact Establish expertise in the Polaris software application Collaborate with technical support analysts and other departments in order to provide prompt, high quality support Escalate problems to second level of support when appropriate Formulate detailed plans documenting upgrade procedures for each site. About the Team The Polaris ILS Site Management team consists of a group of skilled librarians who provide direct application support for our libraries in North America, as well as tier two support for teammates supporting Polaris libraries in the APAC and EMEA regions. The Site Management team collaborates closely with the Support Engineering, Account Management, and Product teams to provide our libraries with the highest level of support for the Polaris ILS and other related products offered by Innovative Interfaces Inc. Hours of Work Full time, permanent Although duties are typically performed during normal business hours, the team performs duties on a rotational basis between 8am – 8pm est. Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled Clarivate™ 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.

Salary : $55,300 - $70,000