{"id":999245,"url":"https://alion.io/job/clarivate-technical-support-analyst","title":"Application Support Analyst","company":{"id":5458,"name":"Clarivate","domain":"clarivate.com","url":"https://alion.io/company/clarivate","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":8,"ghost_share":0,"stale_share":0.25,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ann Arbor, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":64000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-04T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-07T04:55:05Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"We are looking for an Application Support Analyst to join our team in Ann Arbor! In this role you will provide product support to external and internal clients that will encompass both functional and technical aspects of our IP products Foundation IP, Memotech and Inprotech.\nYou will collaborate closely with end-users, IT teams, and vendors to effectively support technical challenges, provide guidance, and maintain a high level of customer satisfaction. We would love to speak with you if you’re tech savvy with great troubleshooting and customer support skills!\nAbout You - experience, education, skills, and accomplishments \nBachelor's degree or equivalent work experience in a customer care environment\nA minimum of 2 years equivalent and progressive work experience\nIt would be great if you also had...\nOracle or SQL Server knowledge\nProficiency in Microsoft Office\nExperience with Web Servers configuration, SQL queries and IIS\nWhat will you be doing in this role?\n Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems.\nEfficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)\nEscalate more technical and unique issues to senior staff and ensures appropriate communication with customers.\nGather information from users to accurately diagnose and understand technical issues, documenting detailed support requests.\nResolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function.\nInvestigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate.\nAct as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization. \nAbout the Team\nOur Support team includes Engineers and Product Specialists that provide unparalleled service to North America. As a support team, we are the main point of contact for customers once they are live. Our team handles inquiries from simple enhancement requests and product questions to data and technical issues and system bugs.\nHours of Work\nFull time - Hybrid in our Ann Arbor, MI office Tue-W- TH\nThe 8-hour shift will be scheduled between 8:00 AM EST to 8:00 PM EST. Please keep in mind that the shift hours may vary as needed to accommodate specific requirements.\nAt 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. 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