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  • Recognizeand escalate recurring problems, inferior processes or outdated procedures.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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