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Thomson Reuters is a leading provider of innovative collaboration and publishing software to large international customers in the legal, banking and corporate sectors. As our Application Support Analyst you’ll already have demonstrable experience working in a support desk environment, preferably within the legal sector or a similar time-sensitive industry. You’ll speak and communicate directly with customers across the globe as well as internal staff based in offices in multiple time zones. You’ll embrace the customer centric philosophy of Thomson Reuters and be able to competently handle and take ownership of problems and situations reported to the team by troubleshooting and coordinating with internal teams, or technical contacts and third parties, to resolve the issues quickly and efficiently.

About The Role

You’ll be looking for a great opportunity to join an exciting organisation who are at the cutting-edge of cloud-based enterprise collaboration & digital content management software.  As an expert and professional in your field, you’ll understand the importance of maintaining excellent written and verbal communications skills and the ability to deal with customers and internal project teams whilst under pressure.

Primary Responsibilities

• Your primary responsibility will be providing application and technical support to Thomson Reuters Legal Platform customers across the entire product range.

• You’ll be expected to liaise with customer personnel and internal development teams to troubleshoot software, or system configuration problems, and identify and provide solutions.

• You understand that timely and informative communication is the key element to good customer service.

• You understand the importance of effectively documenting customer issues and updating call tracking software in a timely manner.

• You are passionate about providing a high standard of customer service and are not afraid to take ownership of support issues and to ‘go the extra mile’ to succeed.

• You’ll be required to participate as part of the global emergency support rota for escalated customer issues, which includes an on-call provision to cover some early, late, weekend and holiday support requirements.

• You will display a strong desire to learn and to share that knowledge with colleagues, through documentation and training, capitalising on the opportunity to become a ‘Product Champion’ for your team.

• Coming from a technical support background, you will understand the importance of being flexible and that the role will continue to evolve as the team develops globally.

• In addition to support responsibilities, you will also have the opportunity to assist with the implementation and configuration process for new customer application instances after installation by the System Admin Team.

Essential skills

• You’ll need to have 3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end user of enterprise software.

• You’ll possess strong technical troubleshooting/analytic skills.

• You’ll have a good understanding of browser, plugin and computer settings that can affect web applications.

• You’ll have strong knowledge/experience with web applications.

• You’ll need a good working knowledge of Microsoft Windows, Mac OS X, Android & iOS.

• You possess exemplary communication skills, both written and verbal, and will be able to communicate effectively and professionally at all business levels.

• You particularly enjoy working in a team environment.

Desirable skills

• Experience supporting or delivering legal online services such as extranets and deal rooms.

• Knowledge of different web browser behaviours and known issues.

• Experience using Zendesk, Jira or similar helpdesk ticketing systems.

• Ability to prepare and run SQL queries.

• Working knowledge of iManage, WorkSite, HTML or Javascript.

• Knowledge of the software development cycle and experience of working alongside development teams.

What's in it for you?

• Casual and diverse office environment where colleagues come from over 30 countries

• Competitive salary

• Flexibility and home-office opportunities

• Two additional days off for voluntary jobs

• Wellbeing scheme including private healthcare, pension, Multisport card and more

• High standards of ethics in the workplace

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