Associate Content Support Analyst - Exlibris

Associate Content Support Analyst

We are looking for an exceptional and talented individual to join our Content Operations Support Team. As an Associate Content Support Analyst, you will provide initial support to our valued customers, troubleshooting content-related issues and ensuring quality. You will analyze cases, identify root causes, and implement solutions to maintain high customer satisfaction.

About You

• Must hold a bachelor’s degree in a relevant field like MLIS, Information Systems, Industrial Engineering or any equivalent domain.
• Must be a talent with 0-1 year of experience in technical customer service.
• Must have excellent professional fluency in English (written and spoken) & customer-oriented mindset.
• Strong analytical skills with an integrated problem-solving approach.

It will be great if you also have

• Experience in customer support.
• Familiarity with librarianship practices/information science (cataloging, classification, search, and referencing).
• Working knowledge in SQL.

What Will You Be Doing?

• Understanding customer issues, replicating them, and conducting in-depth analyses using internal systems and tools to identify root causes and implement solutions.
• Providing high-level, professional support for our products to ensure high customer satisfaction.
• Managing daily customer interactions via a CRM system, ensuring prompt and accurate communication.
• Learning and applying workflows and processes to develop expertise and work independently.
• Collaborating with internal teams to optimize the customer experience and ensure fast, high-quality issue resolution.
• Working closely with internal teams and content providers while maintaining clear, frequent communication with customers.

About Ex Libris

Ex Libris, part of Clarivate, is a global leader in cloud-based solutions for higher education. Our SaaS solutions enhance library productivity, maximize research impact, improve teaching and learning, and drive student engagement. Our customers include academic and national libraries and research offices worldwide, and we provide B2B-level support.

Hours of Work

• This is a full-time position requiring 40 working hours per week (excluding breaks).

If you're passionate about problem-solving, working with global customers, and making an impact in the higher education sector, we'd love to hear from you!

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.