About You – Experience, Education, Skills, and Accomplishments
- Bachelor’s degree from an accredited university (technology or IT‑related background preferred).
- Fresher or 2 years of experience in customer service, technical support, or a customer‑facing role (fresh graduates with strong English skills encouraged).
- Excellent written and verbal communication skills in English
- Strong problem‑solving ability, attention to detail, and comfort following structured troubleshooting processes.
- Reliable, collaborative team player with a customer‑focused mindset and willingness to learn new tools and products.
It Would Be Great If You Also Had…
- Experience with helpdesk or ticketing systems and remote desktop support tools.
- Basic understanding of technical concepts such as networking or system troubleshooting.
- Exposure to AI‑assisted support tools (e.g., search, chat, summarisation) as a user.
- Awareness of data privacy principles and responsible handling of customer information.
- Familiarity with publishing, library systems, or academic research and referencing tools.
What Will You Be Doing in This Role?
- Act as the first point of contact for customer inquiries across live and non‑live support channels.
- Diagnose and resolve standard customer issues using product knowledge, documentation, and defined workflows.
- Accurately gather information and document customer cases and interactions in internal systems.
- Escalate complex or non‑standard issues to senior teams with clear communication and handover.
- Identify potential customer risk and follow established escalation and stakeholder‑notification processes.
About the Team
The EndNote product support team currently consists of 26 team members, 3 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
Our team operated 24/7, operating in four shifts. A member of the team is expected to work from the office as designated by the site. 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 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.
