Clarivate™ is a global leader in providing trusted information and insights to accelerate the pace of innovation. We offer subscription and technology-based solutions coupled with deep domain expertise that cover the entire lifecycle of innovation – from foundational research and ideas to protection and commercialization.
Today, we’re setting a trail-blazing course to help customers turn bold ideas into life-changing inventions. Our portfolio consists of some of the world’s most trusted information brands, including the Web of Science™, Cortellis™, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™.
We employ 5,500 colleagues in more than 40 countries.
Clarivate is a public company. We are listed on the New York Stock Exchange under the ticker NYSE:CCC.
At Clarivate, we believe human ingenuity can transform the world and improve our future. That’s why we harness our global reach, curate our content, and invest in best-in-class technology and people.
Join the team that is improving the way the world creates, protects, and advances innovation.
Efficiently resolve and respond to customer needs via phone, email and chat in a professional, accurate, courteous and timely manner.
Analyze each scenario, ensuring that customer inquiries are handled correctly and follow all company and industry processes, procedures and best practices while assessing downstream impact to mitigate any recurring issues.
Apply active listening, decision-making and conflict management skills to ensure a positive customer experience.
Assume ownership of customer inquiries until resolution is provided to customer's satisfaction.
Through Q & A and product knowledge, match customer needs with Techstreet products.
Assist in all product-related needs including, but not limited to, order processing, product assistance, account management order status, product access, billing and payment resolution. Provide technical support for managing digital rights software.
Be a great team-player with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Ensure each customer contact is handled in a manner consistent with our brand and values to maintain customer satisfaction and retention
Skills and Experience:
High School Diploma required. Bachelor's degree is preferred.
1-3 years minimum of customer service experience.
Working knowledge of web-based applications and Microsoft 365 (Outlook, Excel, Word, PowerPoint, SharePoint). Familiarity with SalesForce a plus.
Excellent oral and written communication skills with a consistent, positive attitude and deep customer service orientation.
Ability to communicate with poise and confidence working through complex issues.
Good analytical, troubleshooting, problem solving and decision-making skills
Capable of working productively and effectively with minimal direction or supervision in a fast-paced environment.
Proven customer service skills including acting with urgency, being proactive, thinking like a customer, following up and following through, and never settling for delays or a less-than great experience.
Attention to detail, excellent proofreading skills as well as accurate typing/keyboarding.
Ability to multi-task and meet departmental deadlines by using effective organization and planning expertise.
Desire to remain in and grow an exciting career within a dynamic, innovative company.
The Job Description sets out the main areas of responsibility and tasks to be completed. However, duties and responsibilities may change according to business needs and personal development as agreed with your Manager. Therefore, the description is neither an exhaustive nor comprehensive description of the job.
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.