Application Specialist- Customer Support

2 weeks ago

Hyderabad, Telangana, India Thomson Reuters Full time

Application Specialist, Customer Service and Support Team

Are you someone who believes that Customer Service, support and relationship are the key drivers of an organization's success? Are you passionate of providing the best customer experience both internally as well as externally and a great communicator? If yes, then this might be the right opportunity for you to help you contribute to the growth of the leading business solution provider (Thomson Reuters- Great Place to Work Certified) through our legal and tax products.

This role has great influence on customer satisfaction. The incumbent will handle customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry and also will provide service in a professional and courteous manner.

Shift Timing: Night Shift - 09:00 PM IST to 06:00 AM IST. (Please Apply only if you are comfortable working in this shift.)

Hybrid Work Model: 3 days WFO (Mandatory)

About the Role:

In this role as a Application Specialist , you will:

Provide product support to customers via phone, email and/or chat leveraging internal resources in a

timely manner across a wide range of ONESOURCE Products

Work on cases/tickets according to established departmental practices

Document all interactions following standard operating procedures

Collaborate with other support teams involving integration between ONESOURCE products

Improve the quality of the customer experience on a daily basis

Assist other Support teams based on need and availability

Participate in training projects and deliver on-demand coaching

Other duties as assigned

About You:

You are a fit for the role of Application Specialist, if your background includes:

Previous support experience with an emphasis on providing excellent service in a customer care role

(1-2 years) customer support experience.

Demonstration of critical thinking skills

Excellent follow through, attention to detail and able to adhere to a set deadline

Knowledge and proficiency using Microsoft Excel, Adobe, Salesforce, and tax preparation software

Strong initiative and ability to self-manage

Demonstrate customer service skills

Strong verbal and written communication skills

Demonstrate good time management skills

Ability to work with changing priorities and deadlines

Good teamwork skills

Apply knowledge quickly

Ability to work varying shifts

Desired Skills:

Support experience with an emphasis on providing excellent service in a customer care role

analytical, problem solving and troubleshooting skills

excellent communication skills to face clients (phone, email and chat)

Awareness of programming concepts and database usage, (SQL Language must)

Familiarity with Internet-based applications

Technology Used:

Web-based software platforms

SQL

Microsoft suite

Education/Certification(s):

Bachelor's degree in computer engineering/computer science, Information Technology

Application Process:

Please take the below SQL quiz if interested in the role: before applying.

#LI-OE1

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

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

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

More information about Thomson Reuters can be found on .

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