Support Specialist (Remote Position, Southern California)

Job Description

Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Responsibilities

  • Validate the classification and documentation of non-standard cases before elevating to the product development group
  • Measure and analyze incoming software issues to determine root causes and develop technical and training solutions to minimize reoccurrences and report results to manager
  • Provide system software troubleshooting and technical configuration
  • Provide software installations, upgrades and training to client as required
  • Work with development to identify and test bug fixes and assist QA with software testing as needed
  • Facilitate communication of legislative updates and other requirements gather
  • Mentor and train support analysts in the technical and procedural aspects of support and monitor case metrics
  • Provide subject matter expertise for specific modules and/or markets
  • Recommends solutions to customer application questions
  • Maintains a log of problems so that reoccurring problems can be reported to product development
  • Identifies any trends that might be occurring in the submission of faults and works to either train the support analysts or works with product development and product management to produce a plan around these trends
  • Provide daily remote or onsite support to resolve elevated and standard issues
  • Identifies process inconsistencies and drives service improvements
  • Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
  • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results
  • Monitors status of outstanding support issues
  • Assists the product development group with follow-up questions


Requirements:
  • Bachelor's degree in computer or business related field or extensive experience in a customer service or contact center environment in lieu of
  • Five years' experience in a customer software support setting required
  • Three years database experience and Three years SQL writing and querying required
  • Experience with system software configuration and troubleshooting preferred
  • SalesForce.Com experience preferred
  • Assessment or Government Tax experience or knowledge preferred
  • Excellent communication, organization and interpersonal skills
  • Exceptional understanding of Thomson Reuter's products and proven experience of working independently, demonstrating strong problem solving skills, work prioritization and escalation skills
  • Business travel may be required as determined at the supervisor's discretion
  • May require extended work schedules, tight deadlines and conflicting priorities
  • Must be able to work in a variety of social, cultural, legal, and political environments
  • Must maintain regular and acceptable attendance as determined by the supervisor's discretion


What are Thomson Reuters core values?
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we

Trust: We act with integrity and independence by holding ourselves and each other to be ethical and reliable in all we do.

Partnership: We work together, with each other, with our customers and with industry partners to deliver superior results and experiences.

Innovation: We innovate to serve our customers, drive our growth and win in dynamic business environments.

Performance: We deliver results, excelling at work that positively impacts the world.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.

Each of us brings a unique perspective to our work. That perspective is shaped by where we live, the business we advance, and the decisions we influence. But true impact isn't something any of us achieves alone. It's only possible when ideas connect and talents are shared. Together, the power of our perspectives will move the world. That's why you're being invited to Bring it.

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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers .

More information about Thomson Reuters can be found on thomsonreuters.com.

Locations
Carrollton-Texas-United States of America


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