We are looking for an English-speaking customer care advisor 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 team leader. We have a great skill set in Belgrade, 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 care experience.
About You – experience, education, skills, and accomplishments
Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, MS Teams, Outlook
Proficient in English language
Bachelor's degree or equivalent work experience
It would be great if you also have…
1 year of customer service experience in a business-to-business environment
Basic knowledge of Structured Query Language (SQL)
Basic knowledge of Salesforce
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 care team regarding questions and issues related to multiple software products.
Interact with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocates
Resolving requests in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function
Develop product knowledge through training and mentoring, aiming to develop expertise across the Clarivate software product suite and contribute to the development of technical services best practices
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 Director of Software Support
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 in Europe, North America, and Australia, supported by talented software support customer care advisors and technical support analysts in Belgrade and the United States. We support a total of eleven software solutions, and the Belgrade team has seven members.
Benefits:
Holidays: 25 days paid leave per annum
Private Health Insurance
Paid Lunch
Yearly Bonus
Yearly Merit Plan
My Learning Platform
Fit Pass
Life Insurance
Accident Insurance
Company bicycles for rent free of charge
Hours of Work
From 9 am to 5 pm CET, full-time employment. The role is hybrid, with an expectation to work from our Belgrade office at least three days every other week.
Please note that only shortlisted candidates will be contacted.
#LI-Hybrid
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.