Customer Care Advisor -EndNote Jobs at Clarivate in Penang

Published 11 months ago

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Clarivate company opens jobs for Customer Care Advisor -EndNote positions in the Penang region. The type of work we provide is Full-time.

The criteria for the employees we need are having Other skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The estimated salary offered by this company is quite competitive around RM 1,400 - RM 2,700 (per month). However, the salary can go up or down depending on the company that decides it.

The Headhunters company itself is engaged in IT Services and IT Consulting, Information Services, & Pharmaceutical Manufacturing, of course if you are interested in applying for this company, you can register immediately.

Job Information

Position:Customer Care Advisor - EndNote
Job Function:Other
Seniority Level:Mid-Senior level
Salary:MYR 1.400 - MYR 2.700 per Month
Employment Type:Full-time
Industry:Information Services, IT Services and IT Consulting, Pharmaceutical Manufacturing

Job Description

Customer Care Advisor_EndNote
We are looking for a Customer Care Advisor to join our EndNote Team in Penang. This is an amazing opportunity to work on EndNote. The team consists of 30 colleagues and reports to the Team leaders and Manager. This role has a great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with the software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer’s inquiry. Provide service professionally and courteously.
About You – Experience, Education, Skills, And Accomplishments

  • A bachelor’s degree in computer science or related technology field.
  • 1-3 years of relevant experience in a customer-focused position.
  • Good written and verbal communication.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Ability to think logically, critically, quickly, and strategically to solve issues

It would be great if you also had

  • Prior experience in tech support, desktop support, or a similar role.
  • Proficiency in Windows/Mac OS.
  • Experience with remote desktop applications and help desk software.
  • Familiarity with networking systems and protocols.

What will you be doing in this role?

  • Provide a verbal and written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures, and best practices
  • Efficiently resolve customer problems and/or questions related to products and services in a professional, accurate, courteous, and timely manner
  • Delight customers with exceptional service skills and a can-do attitude with every interaction
  • Complete and demonstrate a progressive understanding of the training requirements and pass all new-hire onboarding programs and tollgates
  • Assume ownership of customer inquiries until resolution is provided to customers’ satisfaction
  • Replicate customers’ technical/product issues to provide appropriate steps for resolution
  • Interpret and analyze customer needs to resolve inquiries and improve product utilization
  • Maintain a high level of knowledge about products and new product releases through participation in product training and go-to-market launch activities
  • Be a great team player with your customer service colleagues, our Sales and Account Management partners, and key internal stakeholders. Rigorously uphold our core values: Aim for greatness, value every voice and own your actions

About The Team
paragraph (info comes from the hiring manager)
The EndNote product support team currently consists of 30 team members, 2 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
The Company operates seven days a week, twenty-four hours a day. You will be expected to attend the office and work during the hours assigned to you, which may include night shifts. 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 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.


  • gain experience
  • taught first
  • Get bonus if overtime

Job Application Information

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Company Information


Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. Their insights and analytics are essential to enabling organizations to navigate and manage the research and innovation lifecycle. Clarivate’s services help customers to access, assess, track and understand emerging trends in research, innovation, and patenting and help to reduce time to market. Clarivate offers their customers powerful information and analytics solutions that offer improved ways to measure research and innovation performance, manage intellectual property portfolios, identify high-potential patent and technology opportunities, and more. With over 20 years of experience, Clarivate’s deep understanding of research and innovation ecosystems has enabled them to develop powerful and robust proprietary analytics and insights that help their customers accelerate the pace of innovation.

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