Job Description
About you Education and qualification :
A minimum of bachelor’s degree from an accredited university (required)
1 years of experience in Customer Service, Technical Support, or a related role
Fresh graduates with excellent command over written or spoken English with technology background are welcome to apply
It would be great if you also have
Knowledge of publishing industry and/or library systems
Knowledge of writing a research paper and/or referencing tools
What would you be doing in this role
Handle customer enquiries via CRM (verbal and written), resolving product and service issues accurately, professionally, and within agreed SLAs
Deliver exceptional customer experiences through a proactive, solution‑oriented “can‑do” approach and full ownership of assigned cases through resolution
Diagnose, replicate, and analyze customer‑reported issues to identify root causes, provide effective solutions, and improve product utilization
Support and explain AI‑enabled features within Clarivate products, including AI‑assisted outputs, limitations, and best‑practice usage
Leverage AI‑assisted tools (knowledge search, case suggestions, summarization) to improve resolution quality, turnaround time, and customer experience while applying sound judgment
Maintain strong product knowledge through training and certifications, collaborate with internal stakeholders, and consistently demonstrate Clarivate’s core values
About the Team
The Research Intelligence Customer Care Team consists of approximately 20 team members located across Penang, India, London, and the United States, providing 24/7 global customer support.
Working Hours & Location
Our team operated 24x7 operating in four shifts. A member of the team is expected to work from the office as designated by the site. You will be required to work five days a week, and your weekly off may not necessarily be on Saturday and Sunday.
At Clarivate, we are committed to providing equal employment opportunities for all
qualified
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.
