Software Support Analyst
Thomson Reuters
Lagunilla de Heredia, Costa Rica
hace 5 días

Job Description

Role Purpose / Summary :

The Support Analyst is the primary service contact assisting customers to effectively utilize Thomson Reuters software to meet their firm’s business objectives.

Major Responsibilities / Accountabilities :

The Support Analyst leverages advanced software troubleshooting skills, a strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel.

The Support Analyst position requires the ability effectively capture, document, analyze, and reconcile customers' procedural, setup, Thomson Reuters application, and integration related inquires.

  • Problem Resolution :
  • Communicates and recommends simple to complex business process, procedural and / or diverse service request solutions to resolve customer issues
  • Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation
  • Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer’s business operation
  • Customer Satisfaction : Responds and communicates effectively with customers in order to build trust and loyalty by providing professional, courteous, and knowledgeable serviceEffectively communicates service request status and actions taken towards problem resolution to a diverse audience of differing levels of technical competence.
  • Client Management : Effectively manages customer issues by prioritizing and setting expectations appropriatelyEffectively coordinates appropriate resources required to manage customer issues
  • Collaboration : Interacts constructively with colleagues to resolve customer issues in the most effective mannerParticipates in team meetings and inter-department escalations and contributes suggestions and solutions to increase cooperation and effectiveness
  • Technical Expertise : Acquires and expands expertise on the Thomson Reuters product set and its operating platformsParticipates in process improvements to streamline operational challenges
  • Desirable Skills and Experience :

  • Can consistently and successfully demonstrate, (with minimal supervision) : Clear, concise, courteous, and professional written and verbal communication soft skills in EnglishAbility to prioritize and effectively handle multiple service requests at a time under high-pressure and challenging situations with high organizational and time management skillsComprehensive analytical skills and the ability to formulate customer-specific solutions Strong team player capabilities, i.
  • e., willing to offer and seek assistance to / from others as appropriateDesire for self-improvement i.e., self-study on own initiative and continuing education opportunitiesParticipation in both client facing and internal projectsAbility to work well across departments and all skill levels

  • Demonstrated knowledge of Microsoft SQL Server and relational database querying concepts
  • Experience using and troubleshooting Microsoft Office with an emphasis on Excel, Outlook, and Word
  • Experience in installation and configuration of Microsoft IIS and web services
  • Knowledge and experience in the Legal industry; prior Thomson Reuters legal product experience is highly desirable
  • Experience with fundamental accounting concepts from account reconciliation to balanced financial statement generation
  • Experience with Agile development methodology and MS Team Foundation Server are a plus
  • Experience in a technical support or related customer service role in a software environment
  • Education / Certifications Required :

  • Educational requirements : High School diploma
  • 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.


    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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