Application Support Analyst

Company:	Thomson Reuters Company Profile \| Current Opportunities (34)
Job Location(s):	Southfield
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Education:	Bachelor's Degree
Required Experience:	Open
Related Categories:	Miscellaneous

Position Description

Application Support Analyst-PRO00003259

Description

Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com <http://www.thomsonreuters.com/>

Job Summary:

Qualified candidate will provide technical and functional product software support to customers for IP Management Service's products. Detailed analysis and research may be necessary to handle complex issues. The candidate will interact with customers providing excellent support to ensure customer satisfaction.

Duties and Responsibilities:

Cover assigned call center shifts, answering incoming technical and functional support inquires from Thomson Reuters IP Management Service's customers. Collaborate with IP Management Service teams to apply product and technical knowledge.
Adhere to company procedures to appropriately respond to client inquiries within our Service Level Agreements for support call types.
Investigate new/unknown/existing technical problems with supported products. Attempt to understand and reproduce reported issues to properly diagnose them and find acceptable solutions or workarounds.
Document all customer issues clearly and thoroughly in the Customer Relation Management Support database. Document steps for each request and communicate the progress to customers via frequent and regular status updates per our Service Level Agreement and support policies and practices.
Participate in our software user acceptance testing; help to identify and report bugs, user-interface problems, documentation, or other potential problems (from both the Technical Support and the Customer/End User perspective).
Develop knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and timely solutions to customers.
Provide on-site customer support as needed with the possibility of 15% Travel.
Document internal and external product/technical solutions for Knowledgebase publication.
Work Shift will be 10:30am - 7:00pm EDT.

Qualifications

Knowledge, Skills and Abilities Required:

Customer Support experience (5 years).
SQL 2000/2005/2008 &/or Oracle 9i/10 Skills (5 years).
Microsoft IIS skills (5 years).
Communication and listening skills.
Research and analysis skills.
Network Infrastructure knowledge.
MS Access &/or Crystal Report Writing Skills (5 years).
MS XP, 2003- 2007, and MS Office Product Experience.
Client Server and Web Application experience.
Bachelors degree in Computer Science Information Technology or other related field

Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.

Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.

Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.

According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the fiscal year 2010 (October 1, 2009-September 30, 2010.)

Job Product/Technical Training

Primary Location US-MI-Southfield

Organization Legal IPMS

Schedule Full-time

Job Type Standard

Shift Day Job