This team will be providing support across the following solutions:
3E (Enterprise Business Management solution)
The team will provide support to primarily EMEA customers as well as North America customers.
This position will operate on the following shift patterns (Monday to Friday) rotated monthly:
10:00 to 18:00
10:30 to 18:30
11:00 to 19:00
About the Role
The role is to provide application support to predominately legal sector clients based in the EMEA region using a variety of Practice Management products by Thomson Reuters Elite. This role includes but is not limited to remote troubleshooting client systems across various platforms through use of SQL Management studio, back end logs, front end application testing, documentation research and legal accounts experience.
Primary Responsibilities:
Problem resolution – Communicate and recommend business process, procedures and diverse information to resolve customer issues. Gather complete customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken. Use remote access utilities and other resources as needed and escalate issues to lead or senior level analysts when necessary.
Customer satisfaction – Respond to and communicate timely and effectively with customers providing professional, courteous and knowledgeable service. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
Teamwork – Interact with colleagues to resolve customer issues effectively and timely. Participate in team meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
Technical expertise – Acquire and maintain expertise of Elite’s software products and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally.
About You
To be our Application Support Analyst, Elite, you will have:
4-5 years professional experience in
MS SQL Server and proficiency in writing/changing SQL queries
Finance Operations or Legal Accounting position
Technical/Application Support or Customer Service position in a software environment
Exceptional customer service skills with expertise in troubleshooting and solving complex problems
What's in it for you?
Casual and diverse office environment where colleagues come from over 30 countries
Competitive salary
Flexibility and home-office opportunities
Two additional days off for voluntary jobs
Wellbeing scheme including private healthcare, pension and more
High standards of ethics in the workplace
#LI-DA1
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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