Product Support Representative (Italian-speaking)

Clarivate™ is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world’s most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. For more information, please visit clarivate.com.

Purpose of Position: 

The Product Support Representative (Italian-speaking) is a front-line support representative responsible for handling a wide range of customer care activities for online products and solutions. The representative handles client inquiries by phone, e-mail and chat providing high quality service in an efficient, courteous, and professional manner. Customer queries may include “how-to” questions, product navigation, training, content and data questions, and technical troubleshooting. This position collaborates across departments (including Sales, Product Management, Content Operations, Information Technology) and services as a champion for the customer both internally and externally.

Duties & Responsibilities

Duties and responsibilities for this role include (but are not limited to) the following:

• Provide support and client need focused consultative service to clients using online products and solutions, including SAEGIS and TM go365 
• Handle customer queries including search strategy, data content, product and administrative matters
• Perform a wide range of technical troubleshooting activities and works closely with Information Technology to resolve technical incidents
• Actively seek customer feedback for product, service and system improvements. Act as the voice of the customer by sharing customer feedback with relevant departments daily
• Partner with Solutions Consultants to ensure all clients’ training needs are met. Participate in employee onboarding programs by training new colleagues
• Conduct quality review and user acceptance testing of new products and enhancements
• Administer subscription contracts, including programming terms into order-to-cash system, creating invoices and responding to client inquiries about the terms of their subscriptions
• Handle billing enquiries including questions, invoice adjustments, and assist with internal investigation regarding payment receipt and refunds
• Be a great team player with your customer care colleagues, our Sales and Account Management partners, and other key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions
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Required Skills and Experience

• Excellent writing, phone handling, interpersonal communication and problem-solving skills
• Active listening skills and ability to tailor approach based on client needs
• Analytical, troubleshooting and decision-making skills
• Ability to work through customer conflict and provide resolution using guidelines and judgement (no scripting)
• Ability to be flexible and adaptable based on customer and business needs
• Well organized and strong attentiveness to detail
• Ability to establish priorities, manage work independently, and meet deadline
• Fluency in spoken and written English language required and additionally fluency in Italian language is required
• Bachelor’s degree or equivalent work experience 

What Can We Offer You:

• Paid lunch
• Private health insurance
• FitPass card
• Company bicycles for rent free of charge
• Access to My Learning platform
• Access to Virgin Pulse platform

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.