Product Support Analyst

We are looking for a Product Support Analyst to join our support team in Ann Arbor, MI. This is an amazing opportunity to work with Rapido, our integrated digital borrowing solution that gives patrons independent access to millions of resources with just a few clicks and connects them to libraries worldwide.

If you have a background in customer service, technical support, or library software and enjoy working in a dynamic and continuous learning culture, we would love to speak with you!

About You - experience, education, skills, and accomplishments

• Bachelors degree or equivalent relevant work experience
• 2+ years of client service & support experience

It would be great if you also had...

• Ability to effectively communicate solutions to technical and non-technical users.
• Familiarity with HTML, CSS, SQL and data interchange formats like XML or JSON
• Self-motivation and ability to multitask in a fast-paced solution focused environment.
• Independence, initiative, and ability to learn quickly and follow through on urgent tasks.
• Experience working with Salesforce or Atlassian JIRA

What will you be doing in this role?

• Triage customer cases with urgency and work with the Rapido development team to find solutions to any potential defects or customer support issues.
• Provide assistance with 'System Down' issues during normal business hours.
• Handling re-indexing procedures to fix data issues for customers.
• Creating defect reports for the Rapido development team's review in Jira.
• Linking customer cases to existing development defects that match the customer's reported issue.

About the Team

The Rapido Support Team supports Ex Libris' library resource sharing service Rapido, used by libraries world-wide. The team consists of analyst in Europe, Middle East, Central America and North America, and sits within the larger Ex Libris Support Department, part of Clarivate's Customer Care organization.

Hours of Work

This is a full-time hybrid position which supports local core business hours. Collaboration with Global teams will require early morning or evening calls as necessary.

Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled