Customer Support Advisor - Intellectual Property
Clarivate
- Ann Arbor, MI
- Permanent
- Full-time
- Bachelor's degree or equivalent work experience in a customer care environment
- A minimum of 2 years equivalent and progressive work experience
- Oracle or SQL Server knowledge is a plus.
- Proficiency in Microsoft Office, particularly Outlook, Word, and Excel
- Experience with Web Servers configuration, SQL queries and IIS
- Acts as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
- Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)
- Escalates more technical and unique issues to senior staff and ensures appropriate communication with customers.
- Gathers information from users to accurately diagnose and understand technical issues, documenting detailed support requests.
- Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.
- Investigates, reports and documents customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.
- Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization.
- Full time – Hybrid Tue-W- TH
- The 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements.