Customer Support Analyst

Customer Support Analyst, Court Management Solutions

Do you have an interest in becoming a member of our Client Satisfaction team as a Customer Support Analyst, serving our case management solution customers? Thomson Reuters Court Management Solutions is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms and transforms courts into modern examples of efficiency and effectiveness. Judges, clerks and IT personnel depend on C-Track for managing their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing and document management solutions.

The Customer Support Analyst with the guidance of the Client Satisfaction Manager, acts as first and second level support within a contact center to support existing customers. This role may include customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. The role serves as subject matter expert for products and/or processes. May include quality monitoring and follow up of customer calls. This is a remote work position.

About The Role

In this opportunity as Customer Support Analyst, you will:

• Provide direct telephone support to customers when required
• Analyze and use judgment in recommending methods and techniques for obtaining solutions.
• Demonstrate the ability to work independently as well as in a team environment
• Maintain existing content to ensure it is up to date and maintained in a timely manner
• Serve, along with the Client Satisfaction Manager, as a conduit between the operations
• community (internal customers) and the software development team
• Complete tasks with the input from Client Satisfaction Manager
• Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager.
• Understand corporate goals and practices and apply them when resolving a variety of problems.
• Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality
• Process customer inquiries and reported issues, responding to them through written or telephone communications.
• Develop and maintain positive customer relationships. Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters
  
  
  

About You:

You are a fit for the position of Customer Support Analyst if your background includes:

• Bachelor’s Degree in a Computer Science, Computer Engineering, Business, related field, or equivalent experience.
• 2+ years’ experience in requirements gathering and preparation of functional specifications or other technical documentation.
• Must have analytical, troubleshooting and decision making skills.
• Proven understanding of the the full software development lifecycle from planning to implementation and maintenance.
• Must be quality focused, organized and deadline oriented.
• Must possess the ability to understand, articulate technical requirements, processes and translate that information into technical documentation.
• Must have the ability to work well in a fast-paced professional office environment.
• Must have ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.
• Must have written and verbal communication skills along with strong customer service skills.
• Must have strong working knowledge of the Microsoft Office Product Suite.
• Travel may be required (5% / 1 to 2 Times Per Year).
• Experience with mocking up UI design is preferred but not required.
• Experience with or understanding of judicial/court process a plus, but not 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:

• 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.
  
  
  

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $78,500 - $145,900. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $71,400 - $132,600. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 12/30/2024.

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.

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