upgrade support AnalystThomson Reuters

About the Role:
Upgrading software - Schedules and performs upgrades and applies patches to customer's Thomson Elite software. Documents all actions taken and communicates any issues with the upgrade process or results to systems or applications support analysts and or management. Requires an understanding of the business impact the upgrade or fix has to the clients' operation. Works directly with product developers to gain an in-depth understanding of the upgrade process and fixes being applied.
Customer satisfaction - Responds and communicates effectively with clients in order to build trust and loyalty. Acts with an appropriate sense of urgency, follows up with clients to ensure satisfactory results, develops rapport through personal interaction and provides courteous, friendly treatment.
Teamwork - Interacts constructively with colleagues to in daily duties. Participates in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness. Actively seeks and applies knowledge gained from colleagues and outside resources and shares that knowledge with others.
Technical expertise - Acquires and maintains expertise on the Thomson Elite software product set and its operating platforms. Applies knowledge of shell scripting, security, remote access tools and utilities in order to successfully install software updates. Requires a good working knowledge of how client firms utilize or adapt the software to effectively manage their business from a financial and operational perspective.
About You:
Bachelor's degree required
2+ years technical, financial and/or related customer Support service experience in a software environment
Knowledge in Microsoft SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts
Experience in installation and configuration of Microsoft IIS and web services
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
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