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Job Title: Customer Technical Support Representative
Job Location: PA: Philadelphia
Pay Rate: Open
Job Length: full time
Start Date: 2008-05-10

Company Name: Thomson Reuters
Contact: HR
Phone: email only please
Fax: email only please

Description: Thomson Reuters is a global leader in providing essential information to the world%%27s businesses and professionals in Law, Financial Services, Tax & Accounting, Media, Healthcare and Scientific Research. With our deep expertise and understanding of theses professions, we are able to offer our customers a broad range of innovative products and services. The relevant, insightful information and intuitive supporting systems we provide enable our customers to be successful. Thomson Reuters has operations in 93 countries around the globe. More information about Thomson Reuters and its financial performance can be found onwww.ThomsonReuters.com. The Scientific business of Thomson Reuters provides information and knowledge to accelerate research, discovery and innovation. Our authoritative, accurate and timely information is essential for drug companies to discover new drugs and get them to market faster; researchers to find relevant papers and know what’s newly published in their subject; and businesses to optimize their intellectual property and find competitive intelligence. We will create the research platforms and services of the future that will power our customers toward business and personal success. * Cover assigned call center shifts answering incoming technical support inquiries from the public via telephone, email, and other means. Collaborating with the Researchsoft customer technical support team, apply product and technical knowledge, troubleshooting and interview skills, and established company procedures to appropriately respond to the inquiry, meeting or exceeding external service level agreement of a response within three working days (with the goal of actually responding on the same or next working day). Document all customer and incident data clearly and thoroughly in online support center. * Investigate new/unknown technical problems with supported products. Attempt to understand and reproduce reported issues to properly diagnose them and find acceptable solutions or workarounds. Document and report such issues according to established company procedures. * Participate in new product beta testing with the primary purpose of self-training and familiarization with new products in order to prepare to offer technical support for them; secondary goal of testing to identify and report bugs, user-interface problems, documentation or other potential problems (from both the Technical Support and the Customer/End User perspective). * Proactively and independently develop product knowledge and update relevant technical skills on an ongoing basis through media, training, education, and collaboration. * College Degree preferred. * Minimum of two years customer service experience in a technical environment. * Extensive knowledge of supported products and how they are used by customer base: EndNote, Reference Manager, ProCite, RefViz * Troubleshooting PC and Mac hardware/software and networking problems; scope covers single user desktop support up to enterprise level support. * Extensive knowledge and experience using Microsoft Windows, Mac OS, Microsoft Word for Windows / Mac. * MCSE/MCSA/MCDST, A+ and Network+ certification is a plus. * Customer Service orientation, providing empathetic customer support within established company guidelines. * Knowledge of the scholarly research, writing, and publication process, online database searching, library and information sciences. * Excellent writing, reading, speaking, and listening skills; strong telephone interview and instruction skills; able to communicate professionally and effectively with customers and staff from a wide range of technical proficiency. * Fast, accurate typing skills. * Attention to detail, reliability, perseverance, maturity, patience, and flexibility.

The H-1B visa cap has been fulfilled for fiscal year 2008 which begins October 1, 2007 and therefore Thomson Reuters is unable to sponsor new (first-time) H-1B visas. Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result- oriented culture that demands excellence, agility and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive — we give employees the opportunity to develop their skills and do their best work. Thomson Reuters values diversity of culture and thought, and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.

Please refer to Job code thomson-206021 when responding to this ad.

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