About us:
We’re a global leader in Intellectual Property software and tech-enabled services, serving over 12,000 law firm and corporate customers every day. Our commitment is to give IP professionals the information, insight and technology they need to manage the world’s ideas.
CPA Global, part of Clarivate, is a global leader in Intellectual Property software and tech-enabled services, serving over 12,000 law firm and corporate customers every day. Our commitment is to give IP professionals the information, insight and technology they need to manage the world’s ideas.
Purpose of Position:
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, 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 calls
- Interact with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocate
- Resolving 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 channels
- Foster 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 capabilities,
- Contribute to the development of services best practices (in particular around technical aspects)
- Additional tasks as defined by management
- Develop product knowledge through training and mentoring; aiming to develop expertise across the Clarivate software product suite
- Maintain detailed call records for all internal and external customer interactions.
- Strive to meet all performance metrics for software support delivery
- Act upon and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization
- Proactive in identifying any potential improvements to Software Support, identifying any capability gaps and flagging to the Head of Software Support
- Act as the ‘face’ of Clarivate and demonstrate our company values at all times
- Other duties as assigned
Skills and Experience:
- Undergraduate degree from an accredited college/university required, technical or science degree preferred; a minimum of 3 years equivalent and progressive work experience is preferred
- Basic knowledge of patent lifecycle & renewals knowledge preferred
- Previous long-standing business-to-business customer facing experience and strong customer orientation
- Consistent, positive attitude and deep customer service orientation
- Interpersonal skills: capable of developing and maintaining positive customer and business relationships, and manage demanding customers
- Demonstrated attention to detail
- Ability to work well under pressure
- Basic analytical and problem-solving skills
- Strong and effective communication skills: able to communicate clearly and concisely
- Competent in MS Office 365, in particular Excel, Word, PowerPoint, MS Teams, Outlook etc.
- Capability to develop a thorough knowledge of Clarivate’s products and services
- Languages: Excellent verbal and written communication skills are crucial English, plus German, French or Italian are also a plus (additional languages for European hires)
- Desire to remain in and grow an exciting career within a dynamic, innovative company