Posted date [2012-Feb-03] (ID: 3846)

Description

 

The Technical Support Specialist, Sr. is responsible for managing multiple aspects of specific client matters, from diagnosing technical issues to implementation of software. The Technical Support Specialist, Sr. will be a key member in our Westlaw CaseLogistix Technical Services and will support multiple products within the Westlaw CaseLogistix product family. He/she will develop relationships with customers by utilizing excellent communication skills and a high degree of professionalism.

 

Responsibilities:

 

Responds to technical support inquiries and problem reports escalated through the Call Center/support ticketing systems or submitted directly from other Thomson West departments. Serves as escalation point for difficult issues from first level Technical Support Representatives.

Provides responses to technical inquiries. May involve training a customer on compatibility, operation, installation, and parameter configuration issues, or simply explaining the scope of a service or product.

Troubleshoots, identifies and resolves complex problems using vendor documentation, scripts, and extensive knowledge and/or experience.

Helps callers deploy solutions and verify that problems are resolved. This may involve remotely connecting to the caller's computer to assist them or take control of the system to fix it at a distance.

Maintains and tracks all issues in support ticketing systems.

Help document new SQL scripts, FAQs, knowledgebase articles and technical tip materials

Trains Technical Support Specialist on operations and procedures.

Other duties as required.

At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, intellectual property and scientific, healthcare, and media markets, powered by the world's most trusted news organization.

 

Qualifications

 

Qualifications:

 

B achelor's degree in related field or equivalent experience with a proven ability to support and resolve system problems.

5+ years experience in network environments and demonstrated knowledge of Operating systems such as Microsoft Server 2003/2008 and Microsoft Windows XP/Vista/7.

5+ years experience in assisting end-users on setting up general PC applications.

Microsoft SQL Server support and/or SQL scripting experience is a plus.

Preferred Skills:

 

IT-related background.

Solid understanding of PCs, both hardware and software, and MS-DOS commands.

Knowledge of data manipulation, data conversion, and data analysis activities in a SQL database to include execution/creation of SQL scripts.

Excellent communication and client interface skills (verbal and written).

Technical writing experience.

Good organizational skills.

Superior customer service and interpersonal skills.

Problem solver with proven analytical skills.

Technically savvy with a strong proficiency in Microsoft Windows and related software, especially Microsoft Office applications (Outlook®, Word, Excel®, PowerPoint®, etc.).

Ability to work effectively as part of a team and support the team's goals above individual goals.

Ability to work independently in a fast-paced, deadline-driven environment while handling multiple tasks through completion.

Ability to take initiative and understand tasks quickly with minimal supervision.

Ability to follow instructions thoroughly while paying attention to detail.

Knowledge of any document review management application like Westlaw CaseLogistix, Ringtail Legal, Concordance, Summation, IPRO or Introspect.

Litigation support experience.

Flexible to work evenings and weekends upon request.

Ability to work from home in a professional manner if living in a location outside of a Thomson Reuters office.