Senior Technical Support Specialist
hace 2 semanas
About the Role
As a key member of our support team, you will provide second-level technical support to internal stakeholders and 3rd-party engineers for products, and interact with customers to resolve complex issues. You will perform customer site maintenance and repair activities, leveraging innovative technologies to ensure global consistency of support tasks.
Your Key Responsibilities
- 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 take 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 escalate issues to senior-level analysts when necessary for further analysis.
- Isolate root causes and efficiently take 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 toward problem resolution to a diverse audience of differing levels of technical competence.
- Effectively manage customer issues by prioritizing and setting expectations appropriately.
- Collaborate 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.
About Us
At Thomson Reuters, we're committed to your personal and professional growth through our hybrid work model, inclusive culture, and comprehensive benefits. Join our team and be part of a world-class organization that's dedicated to helping professionals do their jobs better, creating a more transparent, just, and inclusive future.
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