Thomson Reuters is a leading provider of innovative collaboration and publishing software, serving large international clients in the legal, banking, and corporate sectors. We are at the forefront of cloud-based enterprise collaboration and digital content management software.
As an Application Support Analyst, you will be integral in providing high-level technical support and service, ensuring optimal functionality and performance of our Legal Platform products. You will engage with customers and internal teams to resolve issues, enhance user experience, and contribute to the implementation and configuration of new customer setups.
About the Role:
- Customer and Technical Support: Provide prompt application support across the product range, addressing system performance and functionality issues.
- Problem Resolution: Work closely with customers and internal teams to identify and resolve software or system configuration issues, aiming to reduce resolution times.
- Customer Interaction: Deliver an exceptional support experience through effective documentation and regular updates on issue status.
- Project Participation: Engage in the implementation and configuration process for new customers, and contribute to organizational projects and initiatives.
- Continuous Learning: Actively participate in learning, share knowledge, and strive for certification to become a Product Champion within the team.
- Global Support: Join the global emergency support rotation, addressing escalated issues during weekends and supporting customer migrations.
- Process Improvement: Identify and implement process improvements to enhance team effectiveness.
- Team Collaboration: Offer technical guidance to less experienced analysts, assist with technical documentation, and manage team members' cases.
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About You:
- Experience: 3-4 years in a support engineer or analyst role, preferably at an enterprise software vendor or an end user of enterprise software.
- Technical Proficiency: Strong troubleshooting skills, familiarity with web browsers, Salesforce or similar ticketing systems, and a good understanding of the software
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
- Purpose-Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
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 26,000 employees across more than 70 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 https://thomsonreuters.com.