Support AnalystThomson Reuters

About the Role:
Provide engineering expertise on non-complex products and small number of complex products.
Interface with product support groups and development groups.
Perform customer site break fix activities remotely (or dispatch to site when required) and full time on-site, using global consistent methodologies and tools.
Provide support for alpha and beta programs.
Provide second level support for problem resolution, including reproduction of customer issues.
Act as experts in their areas to provide high quality advice about the products assigned to internal stakeholders and 3rd party engineers.
Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.
Maintain site documentation.
Provide feedback to development and qualification teams.
Escalate major, elusive or recurrent issues that affect customer satisfaction.
Support pre-sales teams in the provision of demonstrations, and provide advice on architectural design, functionality and integration aspects.
About You:
Required Skills and Experience:
Minimum of 2 years technical support or related experience in a software manufacturing environment.
Technical knowledge of MS-Windows and fundamental relational database concepts (preferably MS-SQL)
Deductive logic, complex problem solving, and excellent troubleshooting skills to formulate customer-specific solutions
Clear, concise, courteous, and professional English written and verbal communication soft skills
Self-directed, able to prioritize and effectively manage many cases at a time.
Exceptional customer service, organization, and time management skills
Preferred Skills and Experience:
Can consistently and successfully demonstrate, (with minimal supervision):
Strong team player capabilities, i.e., willing to offer and seek assistance to/from others as appropriate
Desire for self-improvement i.e., self-study on own initiative and continuing education opportunities
Participation in both client-facing and internal projects
Ability to work well across departments and all skill levels
Advanced experience using and troubleshooting Microsoft Office 2016, 2019, and 365 with an emphasis on Excel, Outlook, and Word
Troubleshoot Office solution deployment for VSTO\COM-Add-ins
General understanding of XML and XML error codes/logs
Demonstrated knowledge of Microsoft SQL Server and relational database querying concepts
Troubleshooting of SSIS/DTSX packages, SSRS, permissions, and SQL Merge based replication
Setting up and running SQL traces using SQL Server Profiler
Experience in installation and configuration of Microsoft IIS and web services
Managing and configuring internal and external websites.
Knowledge and experience in the Legal industry; prior Thomson Reuters legal product experience is highly desirable
Experience with fundamental accounting concepts from account reconciliation to balanced financial statement generation
Experience with Agile development methodology and MS Team Foundation Server are a plus
Education/ Certifications Required:
Bachelor's Degree required
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:
COVID-19 Response: Currently working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices being remote until July 2021. Upon return, we will be embracing a hybrid work environment consisting of in-office and remote work
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
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: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
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 25,000 employees across more than 75 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.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time