Associate Content Support Analyst - Exlibris

Associate Content Support Analyst

We are seeking an Associate Content Support Analyst to join our ExLibris team in Chennai, India. This is a fantastic opportunity to work with Alma Library Management System (Ex Libris). The Technical Support Analyst provides quality and efficient service to our customers. Our customers are academic and national libraries and research offices worldwide, and we provide support on a B2B level. We are seeking an exceptional and talented person to be part of the Content Operation Support Team.

About You

• Must have a B.Sc. degree or equivalent technical training in a related field.
• Minimum 1-2 years of client service experience, or equivalent.
• Proficiency in Microsoft excel, word, power point.

What Will You Be Doing in This Role

• Analyzing and solving complex issues in the customers environment
• Providing professional and high-level customer support on Ex Libris products
• Working as a team member and collaborating with other teams
• Daily communication with customers via CRM systems, emails, and phone calls
• Collaborating with other groups in the company, such as Product Management and account managers

About the Team

Ex Libris, part of Clarivate, is a leading global provider of cloud-based solutions for higher education. The team consists of 10 members and reports to the Manager, Content Support. We excel in handling customer escalations and would love to speak with you if you have experience in managing customer queries. The Technical Analyst will be required to analyze and resolve complex system and product-related issues, working in cloud environments and SQL databases.

The position will require cooperation with other support teams, Engineering, Product Management, and Ex Libris customers worldwide.

Hours of Work

9AM to 6 PM IST, Monday to Friday (including an hour break)