We are looking to establish a new Application Support Team based in Gdańsk that will focus on providing a quality application support service to customers of Thomson Reuters Elite.
Thomson Reuters Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Elite is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients.
This team will be providing support across the following solutions:
eBillingHub (electronic billing solution)
3E (Enterprise Business Management solution) including Paperless Proforma (pre-bill distribution and mark-up solution) and 3E Templates (document automation solution)
The team will provide support to primarily North America customers as well as EMEA customers.
These positions will operate on the following shift pattern (Monday to Friday):
10:00 to 18:00 (Polish Time)
About the Role
The Application Support Analyst role is the primary technical service contact assisting customers to effectively utilize our software solutions therefore meeting their firm’s business objectives.
Primary Responsibilities:
Successfully work through and solve high complexity tickets by interpreting the needs of the customer, determining the solution to the problem and assessing any downstream impact
Manage a high volume ticket queue accurately and effectively
Provide technical training to junior support team members and cross functional teams
Act as the main technical resource for implementations and transitions by working alongside our PSPMs and IPMs to achieve successful go lives
Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken
Use internal resources as needed and escalate issues to technical team lead or manager
Interact with colleagues to resolve customer issues effectively and timely
Participate in team meetings and contribute suggestions and solutions to increase effectiveness
Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution
Additional Responsibilities:
Assist and mentor other support team members, helping them to grow their skill set and understanding of the software
Ability to handle the top tier of ticket types in a timely and effective manner
Have good time management and organizational skills to successfully manage a revolving ticket queue between 40 to 60 tickets at any given time
Respond to and communicate timely and effectively with customers, providing professional, courteous, and knowledgeable service.
Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
Actively seek and apply knowledge gained from colleagues and other resources and proactively; document and share knowledge with others.
Acquire and maintain expertise of software products and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally.
Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
About You
To be our Application Support Analyst you will have:
3+ years technical support or related customer service experience in a software environment
Technical knowledge of MS SQL Server and proficiency in writing/changing SQL queries, relational databases, and stored procedures
Knowledge of XML and XSLT
Exceptional customer service skills with expertise in troubleshooting and solving complex problems
What's in it for you?
Casual and diverse office environment where colleagues come from over 30 countries
Competitive salary
Flexibility and home-office opportunities
Two additional days off for voluntary jobs
Wellbeing scheme including private healthcare, pension, Multisport card and more
High standards of ethics in the workplace
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 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on thomsonreuters.com.
Locations
Gdańsk-Poland