Junior Application Support Analyst

We have an exciting opportunity for upcoming (2021) or recent Technology Graduates to start their careers as a Junior Application Support Analyst in Thomson Reuters.

Upon joining our business, you will undergo an intensive product and technology training bootcamp. You will also have the opportunity to work alongside and learn from our high performing teams of technology professionals.

About the Team

We are establishing a new Application Support Team based in Gdańsk that will focus on providing a quality application support service to customers of Thomson Reuters Elite.

This team will be providing support across the following solutions:

• eBillingHub (electronic billing solution)
• 3E (Enterprise Business Management solution) including Paperless Proforma (pre-bill distribution and mark-up solution) and 3E Templates (document automation solution)
• The team will provide support to primarily North America customers as well as EMEA customers.

These positions will operate on the following shift pattern (Monday to Friday): 10:00 to 18:00 (Polish Time).

About the Role

The Application Support Analyst role is the primary technical service contact assisting customers to effectively utilize our software solutions therefore meeting their firm’s business objectives.

Primary Responsibilities:

• Successfully work through and solve high complexity tickets by interpreting the needs of the customer, determining the solution to the problem and assessing any downstream impact
• Manage a high volume ticket queue accurately and effectively
• Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken
• Use internal resources as needed and escalate issues to technical team lead or manager
• Interact with colleagues to resolve customer issues effectively and timely
• Participate in team meetings and contribute suggestions and solutions to increase effectiveness
• Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution

What's in it for you?

• Casual and diverse office environment where colleagues come from over 30 countries
• Competitive salary
• Flexibility and home-office opportunities
• Two additional days off for voluntary jobs
• Wellbeing scheme including private healthcare, pension, Multisport card and more
• High standards of ethics in the workplace

About You

To be our Junior Application Support Analyst, you will:

• Be an upcoming (2021) or recent Graduate with a Technology-related Degree
• Have a passion for Technology and a genuine interest in pursuing a career in Application Support / Customer Support
• Have an excellent level of English (C1 or C2 level)
• Have a willingness to learn new skills relevant to the job
• Have troubleshooting skills and an enjoyment for solving complex problems
• Have the ability to multi-task and establish priorities
• Have excellent organizational, time management, written and verbal communication skills

You will be even more competitive if you have:

• Any prior work experience in Technology Support and/or Customer Services roles (i.e. Internships)
• A basic knowledge or understanding of SQL Scripting and XML