Support team managerThomson Reuters

Job Description
JOB BUSINESS TITLE: SUPPORT TEAM MANAGER
JOB PROFILE: 100305 - Technical Support Engineer TR4
JOB FAMILY: Professional & Consulting Services Family Group
Technical Support
ORGANIZATION: Legal Customer Success -Customer Advocacy
ROLE:
The Team Manager provides daily management and leadership of a team of Support Analysts and Senior Support Analysts. The individual will provide tactical support for the customers by working to improve team functions, individual performance, holistic efficiency and work process. This person is generally expected to have advanced hands on knowledge of the products/processes that the team supports. The team manager is a customer operations lead for a functional area and is responsible for resolution of escalated, complex and high profile customer incidents.
PRIMARY RESPONSIBILITIES:
Monitor analyst performance metrics and manage staff to meet department and team goals and metrics. Identify and communicate work schedules, assign projects and regularly review the quality of work performed. Assess the impact of team member decisions and solutions on the customers' business operations. Coach direct reports to improve the level of service provided and conduct performance reviews including work with management to identify and take corrective action to improve performance. Participate in interview and selection for new hire and onboarding. Identify training and development goals for direct reports.
Ensures that escalated, complex and high-profile customer issues and technical problems are handled effectively through frequent review of team performance to department goals. Interact with other teams and departments to obtain information, coordinate the use of resources and drive effective communication with clients. Understand the roles and responsibilities in the business unit and department; engage resources at all levels as necessary to drive timely resolutions to customer problems.
Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous and knowledgeable service as measured via customer satisfaction surveys, aging, response and resolution times. Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns. Provide support account management and/or consultative support to high profile and/or customers in crisis as needed.
Interact with colleagues and management to resolve customer issues effectively. Coach, mentor and coordinate technical training and knowledge transfer efforts leveraging skills and knowledge of senior analysts, principal analysts and team managers. Lead process improvement, projects and integrate positive change into daily activities and operational processes. Take a stakeholder role in Team management and department meetings and communicate updates and information to staff and leads.
Acquire and maintain expertise on Elite products and operating platforms. Maintain superior expertise in product area(s) that the team supports and a comprehensive working knowledge of how customers can utilize or adapt the software to effectively manage their business from a financial and operational perspective. Maintain high level knowledge of customer support and business of law industry best practices and trends.
QUALIFICATIONS:
Bachelor's degree or equivalent experience
5+ years technical, financial and/or related customer Support service experience in a software environment
3+ years supervisory or management experience
Knowledge in Microsoft SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts
Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
Excellent organizational, time management, written and verbal communication skills.
Ability to efficiently multitask dynamically and prioritize focus correctly
Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations
Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment
Elite software experience a significant plus
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.
More information about Thomson Reuters can be found on .
Locations
Manila-Philippines
Thomson Reuters

Manila City, Metro Manila
Permanent
Full-time