Technical Support EngineerThomson Reuters

Position Overview
The Technical Support Engineer is the primary service contact assisting customers to effectively utilize Elite software to meet their firm's business objectives. The role will provide technical consultative Application Support for at least one Core application module/area in a non-call center but in a project-based environment.
About the Role:
Pull service request tickets from phone queue and online customer portal. Intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments. Use case management system to correctly record all information regarding the challenge. Use remote access utilities and other resources to replicate customer challenges. Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions. Isolate causes and take restorative actions while minimizing disruption to the customer's business operation. Provide timely and effective status updates throughout the life of the service request until resolution. Communicate and recommend complex business process, procedures and diverse information to resolve customer issues and potential future preventative actions.
Maintain appropriate Dashboard management which includes: volume of active service requests and appropriate aging specifications of open service requests.
Provide high level of soft skills in communication with customers and internal peers. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
Collaborate and Interact with team, department and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
Acquire and maintain expertise of Elite's software product and application suites and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally. Complete Application boot camps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role
Acquire new skills - Continue to gain technical knowledge of how Elites' software products work in Cloud-based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
Flexibility - Remain flexible to accommodate for an ever-changing landscape of Elite hosted software.
About You:
Bachelor's degree required
2+ years technical, financial and/or related customer Support service experience in a cloud software environment
Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, 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 troubleshooting 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
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