Customer Support Representative - Technical
- Respondto customers' enquiries relating to information, product functionality andfault calls resolving as many queries as possible on the first interaction.
- Loggingand classifying all calls and requests for assistance in the customerrelationship management system (Siebel).
- Filterand escalate enquiries relating to other aspects of the Thomson Reutersbusiness and handover to the appropriate department.
- Managethe resolution process for customers relating to data and applications for aparticular product/s.
- Trackenquiry resolution progress and proactively call customers with a status updateor resolution if queries cannot be resolved on initial interaction.
- Followthe appropriate procedures to respond to issues and update our customers whenoutages of a major nature occur.
- Identifyand escalate problems affecting a number of customers or influencing the timelyresolution of one customer's enquiry. This would include escalations to theteam leader and other support, sales, engineering or resolver groups asappropriate.
- Recognizeand escalate recurring problems, inferior processes or outdated procedures.
- Acceptadditional projects or areas of responsibility that will improve the team'sperformance.
- Proactivelycontribute to the TRCS team and the achievement of its goals.
- Expert understandingof relevant Thomson Reuters' products and data. Understanding of client needs.Focus on delivering results.
- Detail orientatedwith sound information probing skills.
- Well developedanalytical skills with the ability to problem solve and develop solutions.
- University qualifiedin a discipline relating to IT highly regarded
- Experience in acustomer service or contact centre environment preferred. Previous experiencein the financial markets desirable.
- Ability tocommunicate and engage effectively both verbally and in writing in English andany other designated languages with customersand colleagues.
- The ability to learnand become experts in Thomson Reuters' products and develop a soundunderstanding of the financial markets serviced.
- Willingness toundertake additional projects and responsibilities from time to time.
- Ability to learn newtechnologies and principles quickly and work in an environment that iscontinually changing and adopting new techniques and technologies.
- Flexibility with worktimes – including rotational shift work.
- Good understanding ofcommunication protocols including TCP/IP and networking architectures i.e.Ethernet.
- Solid understandingof mainstream operating systems, including: Windows 95/98/2000/NT/XP.
- Experience with datacommunication and digital switching including LAN/WAN systems.
- Understanding ofUnix, DNX and firewalls is highly desirable.
- Experience withRemote management software.
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