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Support Analyst

Thomson Reuters Customer Service & Support 11/14/2017 11:50:26 PM Melbourne, VIC Australia
Job Description

We are seeking to appoint a Support Analyst based in our Melbourne office working on our Infinity Law practice management software. The ideal person we are looking for will be someone who has expertise in providing support in a complex software product to end users in a commercial environment.  

This opportunity will see you communicating with clients via phone and email to understand issues that are affecting their use of the platform and provide 1st level support across all functionality of the platform.   Key responsibilities include:

  • Answering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA)
  • Answering, resolving and updating all incidents and service requests from users and logging them in the service management system
  • Resolve as many incidents and service requests as possible on “first contact” as time permits
  • Providing timely call progress and completion updates to clients
  • Contribute to a positive business relationship with end-user customers  
  • At least 2 years experience in a helpdesk or Support Analyst role within a client facing role
  • High standard of written and communication skills - Sound capability in the user of Microsoft Office – Word, Excel and Outlook - Good numerical and problem solving skills
  • Ability to learn and understand new software products with ease
  • Excellent organisation, planning and implementation skills
  • Experience of the legal environment would be an advantage but not essential.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Melbourne-Victoria-Australia;Pyrmont-New South Wales-Australia
Req #: JREQ090402
Locations: Melbourne-Victoria-Australia|Pyrmont-New South Wales-Australia
Job Function: Customer Service & Support
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