Associate Technical Consultant

at  Clarivate

We are looking for a motivated Technical Consultant to join our dynamic and agile Software Development & Engineering Team. As a Technical Consultant, you will play a key role in supporting our innovative software solutions. This is an amazing opportunity to work in the 3rd Level Support for our IP Management System IPfolio.
If you have a passion for Salesforce, a strong customer focus and basic knowledge in software development, we welcome you to join our team.

ABOUT YOU – EXPERIENCE, EDUCATION, SKILLS, AND ACCOMPLISHMENTS

• At least 2 years of experience with Salesforce (SFDX, Logs, Apex,…)
• At least 2 years of experience in Customer Service
• Ability to understand customer needs
• Team Player with social & communicational competence
• Strong problem-solving abilities with a proactive approach to finding solutions.
• Excellent communication skills in English (written and spoken)

• Customer Ticket Analysis
• Initial 3rd Level Analysis
• In-depth technical analysis in collaboration with a Developer and/or Product Owner if necessary
• Provide access to customer productive and test systems for deeper investigation
• Cross team collaboration between all stakeholders (e.g. Premium Service Team, Professional Service Team, DevOps, Product)
• Customer communication
• Start and support the internal escalation process for critical and substantial issues
• Support Bug Process
• Prepare Tickets for the Bug Triage
• Provide internal reproducibility incl. customer configuration and data constellation
• Perform data correction on customer systems
• Retest Bugs/Improvements if needed
• Support RCA
• Support Scrum Team
• Provide customer specific data and configuration for Story and Bug preparation/implementation
• Support the test and go live process of new features on the customer system