Business Unit: Legal UKI
Our Legal organisation focuses on connecting our customers’ businesses to the ever-changing legal and regulatory environment. We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company in March 2013 and we are very excited about the next stage in our growth and how you can play a part in it.
The Solcara team produces federated search solutions that enable a single query to be translated and transmitted to various information sources concurrently. Solcara Legal Search is a research application that enables a lawyer (or any knowledge worker) to search internal, subscription, government and other independent sources in real time from a single application. The returned result references can be organised into collections and shared with other users of the application. Bulletin Pro is a newsletter production system that manages the automatic searching of information sources, arranging new and updated article references into topics and newsletter issues that are then published. Solcara technology is deployed within many top law firms and also hosted by Thomson Reuters. Solcara technology is applicable to any information-rich environment where professionals or the public require the searching of diverse resources to get a complete answer to their queries.
Position Title: Technical Support Consultant
Position Type: Permanent
Role Purpose/ Summary:
Working as a Technical Support Consultant within the Thomson Reuters Solcara team you will be responsible for first line customer support and delivering minor enhancements to customer solutions.
You will provide courteous and prompt operational support relating to assigned application systems. This includes mitigating customer impact of issues, initiating action to determine root causes and implementing problem resolution. Maintaining the list of open calls and ensure that they are being addressed by the team in compliance with the service level agreements in place with the particular customers. Perform software installation and customer training.
As a Technical Support Consultant you will represent the Thomson Reuters Solcara business, you are required to work from the office and on customer sites if the need arises.
The Technical Support Consultant is responsible for monitoring the status of Solcara federated search connectors and hosted customer-facing applications, reporting any problems to team members.
Major Responsibilities / Accountabilities:
Mandatory Skills and Experience:
Desirable Skills and Experience:
Education/ Certifications Required:
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