About You – Experience, Education, Skills, and Accomplishments
1 years of experience in Customer Service, Technical Support, or a related role, Fresh graduates with excellent command of written or spoken English with a technology background are welcome to apply
Basic understanding of Artificial Intelligence (AI), Machine Learning, and data‑driven insights in customer‑facing applications
Basic understanding of Artificial Intelligence (AI), Machine Learning, and data‑driven insights in customer‑facing applications
Reliable, collaborative team player with a customer‑focused mindset and willingness to learn new tools and products.
It Would Be Great If You Also Had…
Knowledge of publishing industry and/or library systems
Knowledge of writing a research paper and/or referencing tools
Experience with remote desktop applications and help desk software.
Familiarity with networking systems and protocols
What Will You Be Doing in This Role?
Acts as the first point of contact for assistance via live and non-live channels
Uses customer service skills and product knowledge to resolve cases that are driven by a standard set of variables
Escalates more complex or unique issues to senior staff and ensures appropriate communication with customers
Gathers information from customers to accurately diagnose and understand issues, documenting detailed support requests
Maintains and documents detailed customer interactions. Proactively identifies when a customer is at risk and follows the adequate process by raising it to the relevant internal stakeholders
About the Team
The EndNote product support team currently consists of 26 team members, 3 Team Leaders & 3 Product Specialists. We are positioned in Penang, India, Spain & US and support our global customers 24/7. Queries may involve "how-to" questions, content and data questions, product navigation, simple training, research support, configuration changes, and technical troubleshooting.
Hours of Work
Our team operated 24/7, 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.
