Technical Support Analyst - ( Life Sciences Librarian )
Clarivate
- Barcelona
- Permanente
- Tiempo completo
- Excellent written and spoken English communication skills.
- Bachelor’s degree (Library sciences, STEM) or equivalent
- 2 years of relevant experience
- Experience in searching literature databases (OVID, Embase, Dialog, etc) with a preference for Biomedical database knowledge.
- Pharmacovigilance knowledge and another language besides English knowledge are nice to have
- Acts as the first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.
- Uses technical skills and knowledge of software-based products to resolve cases that are driven by software workflows, released functionality, and customer use cases.
- Escalates more technical and unique issues to senior staff and ensures appropriate customer communication.
- Gathers information from users to accurately diagnose and understand technical and literature search issues, documenting detailed support requests.
- Investigates, reports, and documents customer issues and/or enhancement requests and ensures that internal and external stakeholders are updated as appropriate.
- Coordinates resolution of interoperability issues across the product families or external vendors.
- This is a permanent full-time position at 40 hours a week (35 hours during July and August). The working schedule is flexible, mostly centered on CET time zone with the occasional need to accommodate late or early meetings with US or East Asia time zones. The position is hybrid going to the office in Barcelona 2-3 times per week.
- A modern culture environment combined with all the financial and stability advantages of working for a large business.
- Active volunteering community, with 40 annual paid hours of volunteering time.
- Private Health and Life & Disability insurances.
- Tax-free benefits (Ticket Restaurant scheme, kindergarten and transport cards).
- Language classes (Catalan, Spanish and English).
- Global and dynamic employee base (more than 20 nationalities).
- 30 working days of vacation.