Job Description

Customer Care Advisor_EndNote


We are looking for a Customer Care Advisor to join our EndNote Team in Penang. This is an amazing opportunity to work on EndNote. The team consists of 30 colleagues and reports to the Team leaders and Manager. This role has a great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with the software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer\'s inquiry. Provide service professionally and courteously.


About You \xe2\x80\x93

• A bachelor\'s degree in computer science or related technology field.
• 1-3 years of relevant experience in a customer-focused position.
• Good written and verbal communication.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Ability to think logically, critically, quickly, and strategically to solve issues

It would be great if you also had :-

• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Mac OS.
• Experience with remote desktop applications and help desk software.
• Familiarity with networking systems and protocols.

What will you be doing in this role?

• Provide a verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures, and best practices
• Efficiently resolve customer problems and/or questions related to products and services in a professional, accurate, courteous, and timely manner
• Delight customers with exceptional service skills and a can-do attitude with every interaction
• Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and tollgates
• Assume ownership of customer inquiries until resolution is provided to customers\' satisfaction
• Replicate customers\' technical/product issues to provide appropriate steps for resolution
• Interpret and analyze customer needs to resolve inquiries and improve product utilization
• Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
• Be a great team player with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions

About the Team
The EndNote product support team currently consists of 30 team members, 2 Team Leaders & 3 Product Specialists. We are positioned in Penang, India, Spain & US and support our global customers 24/7. Queries may involve "how-to" questions, content and data questions, product navigation, simple training, research support, configuration changes, and technical troubleshooting.


Hours of Work
The Company operates seven days a week, twenty-four hours a day. You will be expected to attend the office and work during the hours assigned to you, which may include night shifts. You will be required to work five days a week, and your weekly off may not necessarily be on Saturday and Sunday.
At Clarivate, we are committed to providing equal employment opportunities for all 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.