Customer Technical Support Specialist (Legal)

Thomson Reuters

Customer Technical Support Specialist (Legal)

(National Capital Reg)

Responsibilities:

* Receive calls from customers to resolve customer’s technical and administrative needs/issues.
* Recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department.
* Utilize call-reporting system by recording customer calls for trend analysis.
* Proactively recognize and report on trends leading to recurring technical problems.
* Further develop technical aptitude and customer service knowledge, skills, and abilities as required by the needs of the business
* Take ownership of all customer interactions and utilize appropriate follow-through. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
* Perform related tasks as needed or assigned.

Requirements:

* Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Business Studies/Administration/Management or equivalent.
* Minimum of 2 years working experience in a customer technical support environment
* Preferably 2-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent. Job role in IT Support/Helpdesk or equivalent.
* Basic Technical skills: Capable of learning, understanding, and communicating technical information. Basic understanding of cookies, printer trouble shooting, basic web browser maintenance, temp internet files
* Understanding of file structures for new product installation
* Communication skills: Strong communication skills; both verbal and written.
* Listening skills: High degree of comprehension of the issues presented by customers.
* Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude. Ability to recognize the need for queries to be escalated
* Decision making skills: Apply discretion resulting in appropriate/desired resolutions.
* Troubleshooting: Ability to analyze issues and determine root cause and identifying appropriate solutions. High degree of problem solving.

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.




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