Applications Support Analyst

hace 7 meses

Lagunilla, Costa Rica Thomson Reuters A tiempo completo

**Applications **Support Analyst**:
Are you passionate about the opportunity to bring your expertise to a world-class company that is a leader in both content and technology? If so, we are looking for you.

Join our team to provide second level support to internal stakeholders and 3rd party engineers with regard to products, and to interact with customers to resolve complex issues. To perform customer site maintenance and repair activities. The role leverages innovative technologies to ensure global consistency of support tasks.

**About the Role**:
In this opportunity as an **Applications **Support Analyst**, you will:

- Communicate and recommend simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues
- Document the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation
- Effectively use local test systems, remote access utilities, and other resources during the Support Analyst process and escalates issues to senior-level analysts when necessary for further analysis.
- Isolate root causes and efficiently takes restorative actions while minimizing disruption to the customer’s business operation
- Respond and communicate effectively and consistently with customers to build trust and loyalty by providing professional, courteous, and knowledgeable service
- Effectively communicate service request status and actions taken towards problem resolution to a diverse audience of differing levels of technical competence.
- Effectively manage customer issues by prioritizing and setting expectations appropriately
- Effectively coordinate appropriate resources required to manage customer issues
- Collaboratively interact with colleagues to resolve customer issues in the most effective manner

**About You**
You're a fit for the role if your background includes:

- Bachelor’s Degree or equivalent education and/or work experience
- Minimum of 2 years technical support or related experience in a software manufacturing environment
- Technical knowledge of MS-Windows and fundamental concepts of databases (preferably SQL)
- Deductive logic, complex problem solving and excellent trouble shooting skills
- Self-directed, able to prioritize and effectively handle many incidents at a time
- Exceptional customer service, organizational, and time management skills
- Excellent written and verbal communication skills

**What’s in it **F**or **Y**ou**?**

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 for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription, and employee incentive programs; resources for mental, physical, and financial wellbeing
- ** 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**: Eight 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.

LI-JA1

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 ob

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