Senior Support Engineer

Role Summary: The Sr Support Engineer will be responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests. In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. About the Role As a Senior Support Engineer, you will: Provide first line support for customer service requests logged either through the ONESOURCE CUSTOMER CENTER or through the toll free customer hot line. Activities include but not limited to: Researching initial technical request Confirming expectations with the customer Work directly with customer technology teams Resolving requests using existing knowledge base, historical records and/or own experience Assist in minor installations/upgrade projects Follow established escalation procedures to work with other departments as required Participate in Operational Readiness process regarding new/updated technologies Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request Manage and enhance customer support system and knowledge base to encourage further self‐service capabilities by customers and partners Evaluate existing customer support plans and procedures. Update as required Assist with other technical and analytical projects as assigned Convey customer feedback to product management and executive staff Maintain a working relationship with all departments Other duties as assigned About You You’re a fit for the role of Senior Support Engineer if you have: Essential Skills: Minimum of four (4) years of equivalent experience including experience with ERP applications and help desk operations Strong functional business application acumen Ability to learn new applications quickly Experience with relational databases desired Experience with Application Servers desired Experience determining and developing requirements for enterprise financial solutions Ability to manage multiple priorities (adept at multi‐tasking) Ability to work with minimal direction on routine and general problem solving issues Commitment to detail and follow through Strong interpersonal communication and customer interaction skills Must be creative, innovative and flexible with the ability to work in a matrix environment. Detailed understanding of general business and management practices is highly desired Demonstration of critical thinking skills Excellent follow through, attention to detail and able to adhere to a set deadline Knowledge and proficiency using Microsoft Excel and Adobe Strong initiative and ability to self‐manage Strong verbal and written communication skills Demonstrate good time management skills Ability to work with changing priorities and deadlines Good teamwork skills Ability to work varying shifts Experience with tax automation systems as part of an ERP (Sabrix, Vertex, Taxware etc) - Desired Education/Certification(s): High school diploma or GED required. Bachelor's degree or equivalent work experience in business, information systems or computer science and/or equivalent experience required What’s in it For You? At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth: Our Culture: You will have the opportunity to work for a globally recognized company that has a market dominant position for both content and technology and is passionate about giving back to the community Learning & Development: Exposure to a wide breadth of leading-edge technology, various training programs, conferences, networking events, in-house speaker series. As well as access to Hackathons, Unconferences, LinkedIn Learning and more Benefits: Vacation Bonus, Christmas Bonus, Life and Disability Insurance, Major medical expenses insurance, Grocery Coupons, IMSS, INFONAVIT, SAR. Social Impact: Global volunteer network, organized virtual volunteer events, 2 paid volunteer workdays a year, company matching for personal charitable giving and fundraising #LI-SB3 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. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com. Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.