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Software Support Consultant

Location Penang , , Malaysia
Posted 20-August-2021
Description

Software Support Consultant
POSITION DESCRIPTION
Job Title: Software Support Consultant
Location: Penang, Malaysia
Department: Commercial Performance and Operations (CPO)
Reports to: Head of Global Customer Service, Global Business Center
About Clarivate:
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science, Cortellis, DRG, Derwent, CompuMark, MarkMonitor, CPA Global. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit .
We employ more than 8500 colleagues in 43 countries. Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC CCC.WS.
Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
Purpose of Position:
Working at Clarivate means working for the world's leading IP technology company and working with some of the world's most innovative and disruptive companies. Our customers (including 89% of the world's top patent filers at the last count) choose us because we specialize in developing and delivering innovative products and services that eliminate risk and leave them to do what they do best: activate ideas that change the world.
This role provides effective software support for customers following policies and procedures to meet and exceed customer expectations and developing technical expertise to resolve queries and issues. This Software Support role is responsible for providing functional support for multiple software solutions. This position works with customers and Clarivate consultants to triage, troubleshoot, document, and resolve support issues.
The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer 'personas'. Mastery of spoken and written English along with either Japanese, Korean or Traditional Mandarin (to cover mainland China and Taiwan) having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, are a must. Additional language skills are a plus.
Responsibilities:Serve as the first point of contact (via phone, email, and web-based support portal) as a part of the customer service team regarding questions and issues related to multiple software products.Triage of all incidents logged, determining the priority levels of all callsInteract with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocateResolving incidents in accordance with the Service Level Agreements prioritise and resolve quick issues and escalate other issues to the relevant function Building customer relationships via phone, email, and other channelsFoster internal relationship with the other support teams, CPA Global Professional Services, Sales, and other groups to help drive company goals.Develop a full understanding of service capabilitiesContribute to the development of services best practices (in particular around technical aspects)Additional tasks as defined by managementDevelop product knowledge through training and mentoring aiming to develop expertise across the Clarivate software product suiteMaintain detailed call records for all internal and external customer interactions. Strive to meet all performance metrics for software support deliveryAct upon and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organizationProactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software SupportAct as the face of Clarivate and demonstrate our company values at all timesOther duties as assigned
Skills and Experience:Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experienceBasic knowledge of patent lifecycle & renewals knowledge preferredPrevious long-standing business-to-business customer facing experience and strong customer orientationConsistent, positive attitude and deep customer service orientationInterpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customersDemonstrated attention to detailAbility to work well under pressureBasic analytical and problem-solving skillsStrong and effective communication skills: able to communicate clearly and conciselyCompetent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.Capability to develop a thorough knowledge of Clarivate's products and servicesHas exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer 'personas'Mastery of spoken and written Japananese, Korean or Traditional Mandarin (to cover mainland China and Taiwan) along with English language proficiency
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, pregnancy, 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.

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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