EX LIBRIS– Who are we?

Ex Libris, Part of Clarivate, is a global Ed Tech (Education Technology) industry, leader. We serve some of the most prestigious academic institutions and research Universities worldwide, with over 7,500 customers in 90 countries.

Our Saa S solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see our website, and join us on Facebook, You Tube, Linked In, and Twitter.

We are looking for a Content Support Analyst to join our content team in Jerusalem. This is an amazing opportunity to work on academic library content. The team consists of 8 and is reporting to the Team Manager of content support. We have a great skill set in content support and we would love to speak with you if you have skills in Technical customer service.

About You – experience, education, skills, and accomplishments

• At least 1 year of experience in technical customer service

• Bachelor's degree in Industrial Engineering, or a relevant field (MLIS, Information Systems)

• Fluency in English, written and spoken

It would be great if you also had . . .

• Experience working with Salesforce and Jira.

What will you be doing in this role?

• Analyze and solve complex content issues: Comprehend the customer's issue and replicate it, conduct thorough analyses using internal systems and tools to identify the root cause and implement a solution.
• Provide exceptional customer support: Deliver professional, high-level support for Ex Libris products, ensuring high customer satisfaction, Daily interaction with customers through CRM system, ensuring prompt and accurate communication
• Collaborate effectively: Work with your team to share and gain knowledge; participate in new employee training
• Partner with internal and external teams: Work collaboratively with internal and external teams to optimize customer experience and ensure high-quality and swift issue resolution

The product you will be supporting :

As a Content Support Analyst, you will be supporting our valued customers with content-related issues: troubleshooting complex issues and ensuring quality.

You will analyze cases, identify root causes, and implement solutions, all while collaborating closely with internal teams and Content Providers and providing clear frequent communication to our customers.

About the Team

The team consists of team 8 members located in Israel, USA, and India.

The team is stable and experienced.

Hours of Work / More important information for you:

Our base is in the Jerusalem, Israel office, working in a hybrid model

This is a full-time position.

Why Ex Libris?
At Ex Libris, we value our employees and are striving to create the perfect balance between work and home life. Join us to be part of a family-like environment; enjoy our unique culture and benefits. Be part of a thriving, productive community helping change the future of higher education with the state-of-the-art technology from Ex Libris.