Content Support Analyst - Ex libris

Content Support Analyst

We are looking for an exceptional and talented individual to join our Content Operations Support Team. As a Content Support Analyst, you will be responsible to providing support to our valued customers with Content related issues by troubleshooting complex issues and ensuring quality.  Responsible to analyze cases, identify root causes, and implement solutions, all while collaborating closely with internal teams and Content Providers and providing clear frequent communication to our customers.

Our customers include academic and national libraries and research offices worldwide, and we provide B2B-level support.

About You

• Must have a Bachelor’s degree or equivalent in a relevant field (MLIS, Information Systems, Industrial Engineering).
• Must have 1–2 years of experience in technical customer service or 2 years of relevant work experience, such as working in a library, metadata analysis, content review, etc.
• Should have excellent professional fluency in English (written and spoken).
• Strong in analytical skills with an integrated problem-solving approach.
• Must have customer-oriented mindset with excellent communication skills (both technical and non-technical).

It will be great if you also have

• Familiarity with librarianship practices/information science (cataloging, classification, search, and referencing).
• SQL experience.

What Will You Be Doing in this role?

A typical day in this role includes:

• 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.

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.