Customer Care Representative - Software Support (German-speaking)

We are looking for a Customer Care Representative to join our Software Support team in Belgrade. This is an amazing opportunity to work on state-of-the-art software products. The team consists of seven people and is reporting to the software support manager. We have a great skill set in Belgrade Centre of Excellence and we would love to speak with you if you have excellent communication skills, both verbal and written, technical background in software support or IT industry and relevant customer service experience.

About You – experience, education, skills, and accomplishments 

• At least 1 year of customer service experience in a business-to-business environment
• Proven experience in managing customer conflict and providing resolution using guidelines and judgment
• Proficient in written and spoken English and German
• Reference: 3bxp9ImUs5znzlddFrfBr7A0W3L6mHBAgDgtV6em5XY.

It would be great if you also had 

• Knowledge of Structured Query Language (SQL)
• Oracle and Microsoft server knowledge
• Experience with Salesforce.com
• Bachelor's degree in computer science, mechanical engineering, or equivalent work experience
• A team-player attitude both within the Global Service department and when communicating and collaborating with other key departments including Sales, Search and Watch Operations, Finance, Content and Product Management

What will you be doing in this role?

• 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; prioritize and resolve quick issues and escalate other issues to the relevant function
• Contribute to the development of services best practices (in particular around technical aspects)
• Develop product knowledge through training and mentoring; aiming to develop expertise across the Clarivate software product suite
• 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
• Additional tasks as defined by management

About the Team 

We provide software support to world-leading corporations and law firms through all stages of the IP lifecycle, discovery, protection, and commercialization. The IP Lifecycle Management Software Support team consists of experienced Product Specialists and managers in Europe, North America, and Australia, supported by talented software support representatives in Belgrade and Penang Centers of Excellence. We support a total of fifteen software solutions and the Belgrade team has six representatives.

Hours of Work 

From 9 am to 5 pm CET, full-time employment.

We Offer:

• Private health insurance
• Paid lunch
• Yearly bonus
• Yearly merit plan
• Company shares
• My Learning platform
• Family benefits: Bushido kids sports school, tutorship lessons
• FitPass
• Mental health care - Psychotherapy sessions
• Company bicycles for rent free of charge
  

Only shortlisted candidates will be contacted.

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.