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We are seeking a motivated and experienced Technical Support Specialist to join our global service management team at Thomson Reuters.
About the RoleAs a key contributor within a team central to supporting Thomson Reuters' FindLaw Segment, you will provide vital application support, ensuring operational efficiency and problem resolution. Your focus will include triaging and troubleshooting customer and system issues, tracking key service metrics and trends, and working closely with development and fulfillment teams to maintain service excellence.
- Serve as the first point of contact for users experiencing issues with our applications, including internal employees fulfilling requests on behalf of customers.
- Analyze and resolve complex application issues, identify root causes, and implement solutions to prevent future occurrences.
- Continuously assess and improve support processes, and make recommendations for application enhancements.
- Maintain detailed documentation on application configurations, processes, and troubleshooting guides.
- Develop and provide user training and support documentation to assist users in effectively utilizing the applications.
- Work closely with the development and fulfillment teams to communicate application changes, bugs, and user feedback.
To be successful in this role, you will require a Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience. You should have basic understanding of cloud services (AWS, Azure, or GCP) with a preference for hands-on AWS experience.
- Familiarity with service management responsibilities (ITIL, Site Reliability Engineering) and Agile methodologies.
- Practical knowledge of programming languages (Java, C#) and scripting languages (Python, Bash, PowerShell).
- Hands-on experience with core database concepts and proficiency in SQL; capable of executing basic data manipulation and retrieval queries.
- Strong team collaboration skills, with the ability to work effectively across various departments.
- Excellent communication skills, including the ability to simplify complex technical details for a non-technical audience.
We offer a competitive salary of $85,000 per year, depending on location and experience. Additionally, we provide a comprehensive benefits package, including flexible vacation time, mental health days off, and access to industry-leading software and tools.
At Thomson Reuters, we value diversity and inclusion, and we are committed to creating a workplace where everyone can thrive. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.