Product Support Representative (Derwent / Innography) - Japanese

Product Support Representative (Derwent / Innography) - Japanese

Clarivate
2-3 years
Not Specified

Job Description



Clarivate Analytics supports the world's leading innovators, including those at universities, nonprofits, funding organizations, publishers, corporations, government organizations and law firms. We have two business units with 6 key brands to support the customers across the innovation lifecycle. We're currently looking for Product Support Representative (PSR) with Technical Support Experience About the team If hired, you would be the part of the AP Customer Service team. The team has different job functions as Customer Service and Technical Support. The team is spanned across different regions in Asia Pacific, i.e., Japan, Korea, China, Taiwan, Singapore, and India and support customers primarily in their local languages and in English. Each team collaborates with each other to support our customers and embraces and focuses on customer delight. Role Responsibilities: Reporting to the Manager of Customer Service and you will be responsible for the following: The PSR provides technical support of Clarivate Intellectual Property & Science products to our present and potential customers. This involves staffing the PSR as assigned and answering customer questions. He/She fully documents each case, following established PSR processes within the service level agreement. To meet this goal, in-depth knowledge of web product delivery, architecture, software and middleware, computers, network operating systems, network architecture/infrastructure is important. In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the patent/literature scholarly process and the drug development process would be helpful. He/She facilitates an effective and efficient workflow through working closely with the Manager. This position provides customers input to several departments, among them, Sales and Marketing, Product Development, Project Management, Production, Development & Quality Control, Electronic Product Systems, and Customer Services. She/he tests new and upgraded products and discusses testing results and edits all support documentation. Qualifications: PRIMARY REQUIREMENT . Knowledge of database searching, and analysis functions, electronic publishing and literature scholarly process is an advantage . Excellent oral, written technical and interpersonal communication skills in Japanese, with experience in customer interaction roles . Fluency in English especially in technical information writing in Japanese and English . Excellent customer service skills with good analytical and problem-solving skills . Ability to interact effectively with other technical and non-technical resources . Knowledge on Service Level Agreements (SLAs) & KPI Metrics . Adaptability to work in multicultural environment, i.e., collaborating with peers across various countries . A tech savvy person . Previous experience in a telephonic, helpdesk, or personal customer contact position is preferred . Knowledge on Clarivate products and services including Derwent and Innography will be an added advantage Education Bachelor's degree or higher in Law, Intellectual Property, Life Sciences, Scholarly Research (librarian), Computer Sciences or equivalent experience Experience Min 2-3 years of experience in providing product support directly with external clients The Job Description sets out the main areas of responsibility and tasks to be completed. However, duties and responsibilities may change according to business needs and personal development as agreed with your Manager. Therefore, the description is neither an exhaustive nor comprehensive description of the job. About Clarivate Clarivate is the global leader in providing trusted insights and analytics to accelerate the pace of innovation. Building on a heritage going back more than a century and a half, we have built some of the most trusted brands across the innovation lifecycle, including Web of Science, Cortellis, Derwent, CompuMark, MarkMonitor and CPA Global. Today, Clarivate is a new and independent company on a bold entrepreneurial mission to help our clients radically reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com. 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, 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.
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.

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IT

About Clarivate

Clarivate(tm) 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. We now have more than 8,500 colleagues in over 40 countries worldwide, and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the ticker NYSE:CLVT. Clarivate is committed to building, nurturing, and developing a diverse culture of belonging where new colleagues can bring their authentic self to work every day! Join us!

Job Source : careers.clarivate.com

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