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Technical Support Analyst

Technical Support Analyst
Gdańsk
ref. no: JREQ150460

We are looking to establish a new Application Support Team based in Gdańsk that will focus on providing a quality application support service to customers of Thomson Reuters Elite.

Thomson Reuters Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Elite is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients.

This team will be providing support across the following solutions:

  • eBillingHub (electronic billing solution)

  • 3E (Enterprise Business Management solution) including Paperless Proforma (pre-bill distribution and mark-up solution) and 3E Templates (document automation solution)

The team will provide support to primarily North America customers as well as EMEA customers.

These positions 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 Support Analyst is the primary service contact assisting customers to effectively utilize Elite software to meet their firm’s business objectives. The role is to provide technical consultative Application Support for at least one Core application module/area in a non-call center but in a project base environment

Key Responsibilities

  • Pull service request tickets from phone queue and online customer portal. Intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.

  • Use case management system to correctly record all information regarding challenge.

  • Use remote access utilities and other resources to replicate customer challenge.

  • Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions.

  • Isolate causes and take restorative actions while minimizing disruption to the customer’s business operation.

  • Provide timely and effective status updates throughout the life of the service request until resolution.

  • Communicate and recommend complex business process, procedures and diverse information to resolve customer issues and potential future preventative actions.

  • Maintain appropriate Dashboard management which includes:  volume of active service requests  and  appropriate aging specifications of open service requests.

  • Provide high level of soft skills in communication with customers and internal peers.

  • 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. 

  • Collaborate and Interact with team, department and interdepartmental peers to resolve customer issues effectively and timely.

  • Participate in team and escalation 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.

  • Acquire and maintain expertise of Elite’s software product and application suites and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally.

  • Complete Application bootcamps and continuing education as necessary.

  • Develop and demonstrate SQL skills to a proficient level for the role

  • Acquire new skills – Continue to gain technical knowledge of how Elites’ software products work in Cloud based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.

  • Flexibility – Remain flexible to accommodate for an ever-changing landscape of Elite hosted software.

About You

  • Bachelor’s degree or equivalent experience

  • 2+ years technical, financial and/or related customer Support service experience in a cloud software environment

  • Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts

  • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems

  • Excellent organizational, time management, written and verbal communication skills.

  • Ability to efficiently multitask dynamically and prioritize focus correctly

  • Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations 

  • Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment

  • Elite software experience a significant plus

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, Multisport card and more

  • High standards of ethics in the workplace

#LI-AB1

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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More information about Thomson Reuters can be found on thomsonreuters.com.

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