We are seeking an Application Support Analyst to work as part of our Global Support team.

As our Application Support Analyst you’ll already have demonstrable experience working in a support desk environment, preferably within the legal sector or a similar time-sensitive industry. You’ll speak and communicate directly with customers across the globe as well as internal staff based in offices in multiple time zones. You’ll embrace the customer centric philosophy of Thomson Reuters and be able to competently handle and take ownership of problems and situations reported to the team by troubleshooting and coordinating with internal teams, or technical contacts and third parties, to resolve the issues quickly and efficiently.

About the Role

In this opportunity as Application Support Analyst, you will:
• Your primary responsibility will be providing application and technical support to Legal Platform customers across the entire product range.
• You’ll be expected to liaise with customer... personnel and internal development teams to troubleshoot software, or system configuration problems, and identify and provide solutions.
• You understand that timely and informative communication is the key element to good customer service.
• You understand the importance of effectively documenting customer issues and updating call tracking software in a timely manner.
• You are passionate about providing a high standard of customer service and are not afraid to take ownership of support issues and to ‘go the extra mile’ to succeed.
• You’ll be required to participate as part of the global emergency support rota for escalated customer issues, which includes an on-call provision to cover some early, late, weekend and holiday support requirements.
• You will display a strong desire to learn and to share that knowledge with colleagues, through documentation and training, capitalising on the opportunity to become a ‘Product Champion’ for your team.
• Coming from a technical support background, you will understand the importance of being flexible and that the role will continue to evolve as the team develops globally.
• In addition to customer support responsibilities, you will also have the opportunity to play an integral part within the implementation and configuration process for new customer instances.

About You

You’re a fit for the role of Application Support Analyst, if you:
• You’ll need to have 3-4 Years of previous experience in similar support engineer or analyst role at an enterprise software vendor, or with an end user of enterprise software.
• You’ll possess strong technical troubleshooting/analytic skills.
• You’ll have a good understanding of browser, plugin and computer settings that can affect web applications.
• You’ll have strong knowledge/experience with web applications.
• You’ll need a good working knowledge of Microsoft Windows, Mac OS X, Android & iOS.
• You possess exemplary communication skills, both written and verbal, and will be able to communicate effectively and professionally at all business levels.
• You particularly enjoy working in a team environment.
• Experience supporting or delivering legal online services such as extranets and deal rooms.

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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:
• Hybrid Work Model: A hybrid work environment consisting of in-office and remote work.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact

Under the Thomson Reuters Australia COVID-19 Vaccination Policy all Australian-based new employees must be fully vaccinated by having received an acceptable course of COVID-19 vaccination as defined by the Australian Technical Advisory Group on Immunisation (ATAGI) as a condition of employment
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