Job added in hotlist
Applied job
Contract job
Recruiter job
Employer job
Expanded search
Apply online not available

Job Details

Support Analyst

Company name
Thomson Reuters

Carrollton, TX

Apply for this job


Job Description
Role Purpose

This role has great influence on customer satisfaction, providing professional and courteous customer service.
Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products.
Provides inquiry resolution ensuring that all the necessary action is taken to resolve a customer's inquiry.
Provides customer training for a specific Tax & Accounting, Government software
Act as point of contact for escalated and more complex issues on product functionality.
Acts as a subject matter expert
May respond to inquiries regarding a specific or more complex product (e.g number of products, complex technologies) or a specific customer (customer size, higher revenue tied to customer, etc.)
Training and coaching new team members on processes and procedures.

Major Responsibilities:

Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database

Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
Filter and escalate inquiries (e.g. technology, product development, etc.) as appropriate.
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
Provide work direction to resolve an escalated customer inquiry.
May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line.

Provide escalation support to junior level staff on complex technical escalations
Provide software installations, upgrades and training to client as required (may require travel)
Work with development to identify and QA test bug fixes and assist QA with software testing depending on product
Review or create release notes for software applications
Assist Business Analysts, Account Managers or Project Managers with implementation/conversion projects (may require travel)
Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs.  Coaches and mentors junior analysts.
Travel may be required (10-20%)

Job Requirements

Degree, plus a min of three years related technical experience
Database experience, SQL
Report writing software experience
Ticket tracking software experience
Government tax knowledge preferred
Ability to gain a deep understanding of Tax & Accounting - Government products and understanding of the markets they serve.
The ability and the desire to continue to expand their knowledge of Thomson Reuters products to a high level in the designated product and market specialty arena.
Experience in a customer services or contact center environment required.
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.
Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets in a professional manner under all circumstances
Critical-thinking and problem-solving skills.
The ability to handle a heavy and challenging workload in a fast-paced environment.
Strong product knowledge of a specific set of products or broad knowledge for a specific set of customers.

Company info

Thomson Reuters
Website :

Company Profile
Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, intellectual property and science and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.

Similar Jobs:
JOB SUMMARY Manage the commercial aspects of the lifecycle of dedicated contracted customers, maximizing the value created through the relationship with the customers, resulting in satisfied customers, and extension of time and s...
Title: Reporting and Workforce Management LeadLocation: USA-SouthwestJob Number: 00569957Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client enga...
Title: Reporting and Workforce Management LeadLocation: USA-SouthwestJob Number: 00569957Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client enga...
The number of jobs listed on EmploymentCrossing is great. I appreciate the efforts that are taken to ensure the accuracy and validity of all jobs.
Richard S - Baltimore, MD
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
EmploymentCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
EmploymentCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 EmploymentCrossing - All rights reserved. 21