Helpdesk Analyst

Reuters is seeking a Helpdesk Analyst to provide best-in-class service and technical support for our customers and distribution partners.

The successful candidate will be responsible for ownership, triage and management of 1st Level/Frontline support inquiries, special projects, training, and documentation for Reuters content and delivery systems covering video, text, pictures, graphics and online content.

The role requires excellent communication, technical and troubleshooting skills using collaborative and proactive approaches to ensure that issues are dealt with quickly and effectively.

In Reuters we view service at the heart of our business. We have engineered our service organization to deliver a best-in-class experience for our customers – from initial pre-sales technical discovery to business-as-usual support.

Essential Responsibilities

• Provide 1st Level/Frontline support via phone, chat and contact us support origins for Reuters customers regarding any service and technical incidents, feedback inquiry, and various other customer service related inquires
• Engage in proactive service activities based on service and customer trends and alerting
• Engage in the feedback lifecycle process in managing feedback submission to relevant product stakeholders
• Manage high-severity incident swarming and communication for hot topics and high severity cases.
• Participate in special service-related projects such as customer migrations, and upgrades
• May be asked to work varying shifts. (day, evening and overnight)
• Perform break fix activities with Reuters customers remotely
• Work with resolution teams on major, elusive or reoccurring issues that affect customer satisfaction
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing

Professional Experience & Qualifications

• 2+ year relevant experience in technical service and support environments with/or industry standard certification and qualifications in a relevant technical field.
• Experience in service and support in broadcast and new media industries a plus
• Strong communications and problem-solving skills a necessity
• Strong experience performing root cause analysis in a customer support environment
• Experience performing triage, management, escalation, and follow up for various severity issues

Required Skills

• Languages spoken: English (required), Spanish (required), additional languages (optional)
• Experience with technical customer service incident management
• An independent worker with excellent time management and follow-through
• Ability to be highly productive, both working alone and in close collaboration within a team, able to multi-process and thrive in a fast-paced, customer driven, sometimes unpredictable—but engaging environment. Experience with or exposure to: JIRA, ZenDesk, Salesforce, Service Now, and Office 365 (Teams, Outlook, Excel, Word, etc.)
• Basic knowledge of network and server administration (Windows and Linux) and/or relevant industry certification(s)
• Basic knowledge of IT support, management, and delivery protocols such as FTP, RSS, HTTP(s), APIs
• Exposure to modern web development environments which include Amazon Cloud Services (S3, EC2, etc)
• Multi-language speaker a plus, but not required

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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More information about Thomson Reuters can be found on thomsonreuters.com.