Application Support Analyst

hace 7 días

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo
Application Support Analyst
Thomson Reuters is a leading provider of innovative collaboration and publishing software to large international customers in the legal, banking, and corporate sectors.

As our Application Support Analyst, you'll need proven experience working in a support desk environment, preferably within the legal sector or a similar industry with time-sensitive demands.

You're seeking a great opportunity to join an exciting organization that excels in cloud-based enterprise collaboration and digital content management software. As a skilled professional in your field, you recognize the importance of maintaining excellent written and verbal communication skills, handling customer interactions, and collaborating effectively with internal teams even under pressure.

About the Role
Here's what you will do as an Application Support Analyst:
  • Provide application and technical support to Legal Platform customers across the product range.
  • Work closely with customers and internal teams to troubleshoot software or system configuration issues and deliver solutions.
  • Ensure outstanding customer support by documenting issues effectively and keeping customers informed regularly.
  • Participate in customer implementation and configuration processes in addition to support duties.
  • Act as a proactive team member, sharing knowledge, and championing the product.
  • Contribute to global emergency support on weekends for critical issues and customer transitions.
Process Improvement:
  • Identify process improvement opportunities and implement solutions to enhance team operations.
  • Collaborate with technical teams to swiftly resolve issues to customer satisfaction.
About You
If you have:
  • 3-4 years of experience in a similar support role with enterprise software vendors or end users.
  • Familiarity with web browser behaviors and issues.
  • Experience with helpdesk ticketing systems like Salesforce, ADO or similar.
  • Knowledge of the software development cycle and working with development teams.
  • Strong team collaboration skills, adaptability, and problem-solving abilities.
  • Excellent technical troubleshooting skills and proficient English communication.
  • Understanding of browser, plugin, and computer settings affecting web applications.
  • Capability to create and execute SQL queries and familiarity with HTML or Javascript.
What's in it For You?
Join our inclusive culture of top-notch professionals, offering:
  • Hybrid Work Model: Flexible hybrid work environment for office-based roles.
  • Culture: Globally recognized for equality, diversity, work-life balance, and more.
  • Wellbeing: Comprehensive benefit plans, mental health support, and resources for all-round wellbeing.
  • Learning & Development: Access to LinkedIn Learning and internal growth opportunities.
  • Social Impact: Engagement in employee-driven initiatives and volunteer programs.
  • Purpose Driven Work: Collaborating with professionals worldwide to uphold justice, truth, and transparency.
Accessibility
Thomson Reuters promotes diversity and inclusion in all its operations worldwide, welcoming qualified individuals regardless of various backgrounds and identities. The company is an Equal Employment Opportunity/Affirmative Action Employer, offering accommodation for disabilities and religious beliefs, as required by law.

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