Support Specialist
Clarivate
Hyderabad, India
12d ago

Clarivate Analytics clients are the trailblazers and risk takers who come up with life-changing ideas. We’re looking for our own trailblazers to help us keep providing clients some of the world’s most trusted brands, spanning scientific and academic research, patent analytics, pharmaceutical and biotech intelligence and IP management.

We’re an independent owned company with a rich heritage and a bold entrepreneurial mission. If you’re excited by the thought of helping people and organizations go from new ideas to life-

changing innovations faster, we’re excited to consider you for a position at Clarivate.

JOB TITLE : Customer Support Representative'

DEPT : Customer Care

LOCATION : Hyderabad, India

REPORT TO : Customer Support Manager (in the U.S.)

Shifts : 6 : 30 pm 3 : 00 am IST & 8 : 00 pm 4 : 30 am IST

Specific Duties :

  • Ensure that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with Customer Care policies and procedures
  • Maintain a productive case load in support of the overall production requirements
  • Collaborates effectively with other Customer Support staff to ensure all inquiries are handled with similar levels of quality and consistency
  • Achieve quality targets to ensure the consistency of the customer experience
  • Provide timely and accurate information to internal and external customers
  • Maintain an acceptable ratio of aged cases, including assignment of new cases
  • Required Skills / Experience :

  • Experience with Contact Center Operations and CRM functionality
  • Excellent interpersonal communication and problem solving skills
  • Ability to distill and communicate, both in verbal and written form, business and / or technical information in terms that are easily understood by customers
  • A good team player with the ability to work on their own initiative
  • Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
  • Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills
  • Desired Skills / Experience :

  • In-depth knowledge of the Order-to-Cash and other backend support business systems, including those provided by third-party vendors
  • Working knowledge of web product delivery, architecture, software and middleware applications, electronic product delivery systems, computers, network operating systems, network architecture / infrastructure is required
  • Minimum of 3 5 years of experience in a Contact Center or Support Desk environment
  • Demonstrated customer and / or technical support experience
  • Bachelor’s degree or equivalent required
  • About us : Clarivate Analytics accelerates the pace of innovation by providing trusted insights and analytics to customers around the world, enabling them to discover, protect and commercialize new ideas, faster.

    Formerly the Intellectual Property and Science business of Thomson Reuters, we own and operate a collection of leading subscription-

    based businesses focused on scientific and academic research, patent analytics and regulatory standards, pharmaceutical and biotech intelligence, trademark protection, domain brand protection and intellectual property management.

    Clarivate Analytics is now an independent company with over 4,000 employees, operating in more than 100 countries and owns well known brands that include Web of Science, Cortellis, Thomson Innovation, Derwent World Patents Index, CompuMark, MarkMonitor and Techstreet, among others.

    It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

    In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

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