Seeking Customer Technical Support Consultant - Eagan, MN
Thomson Reuters is the world's leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets, powered by the world's most trusted news organization. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs more than 50,000 people in 93 countries. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com.
PRIMARY OBJECTIVES
The CTS Consultant is an internal expert whose primary responsibility is to support representatives and field escalated customer issues. The CTS Consultant must not only resolve these issues, but educate staff members in the resolution of them. This job requires an advanced working knowledge of the technological components of Thomson West products and services.
The CTS Consultant will possess the ability to resolve complex customer and product issues using highly developed analytical skills. The CTS Consultant will use a variety of internal and external contacts and a high level of individual discretion to ensure customer satisfaction and Thomson West business success. The Consultant plays a vital role in the ongoing development of front line representatives by partnering with the Team Coordinators to identify development needs and facilitate training.
The CTS Consultant will act as a lead for specific products and services supported by the department. This responsibility includes, but is not limited to; training, product updates, and development meetings. Consultants are expected to participate in project work as assigned to contribute to team and department initiatives. CTS Consultants will be responsible for their ongoing development of technical knowledge, customer service skills, and business acumen.
MAJOR AREAS OF ACCOUNTABILITY
Resolve escalated customer needs and utilize appropriate follow through procedures.
Provide guidance for CTS Representatives in the resolution of customer needs.
Coach and develop CTS Representatives in job specific tasks.
Partner with Team Coordinators to proactively identify development needs of staff members.
Act as product/service lead for department.
Gather and forward customer feedback and suggestions for product improvement.
Recommend workflow, system, process and procedure improvements within team and department.
Seek opportunities to participate in special projects/special project teams.
Attend and apply ongoing training to further develop knowledge, skills and abilities.
Design, deliver, evaluate, and revise product training.
Act as advocate for CTS and customers in assessing, reporting on, and escalating issues and trends.
Work closely with application development staff to identify and resolve issues.
Work with West km customers and Project Managers to upgrade and support West km software
Troubleshoot and resolve km software issues at customer's site.
**Shift hours will be 10:30 AM - 7:00 PM.
EDUCATION: 2 year degree, and 2-5 years of progressive development.
MINIMUM REQUIREMENTS
Strong problem solving, analysis, design, and testing skills.
Effective verbal and written communication and presentation skills
Quick learner, eager to leverage new technologies in a dynamic team environment
Commitment to developing customer focused solutions
PREFERRED QUALIFICATIONS:
Technical degree or related technical certifications
Experience with Microsoft technologies (IIS, .NET framework, Exchange 2000, SQL
Experience with network components (routers, proxy's, WINS, DNS)
Advanced knowledge of Adobe products, Access, Fox Pro, registry settings, & permissions
Westlaw.com knowledge
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.
PRIMARY OBJECTIVES
The CTS Consultant is an internal expert whose primary responsibility is to support representatives and field escalated customer issues. The CTS Consultant must not only resolve these issues, but educate staff members in the resolution of them. This job requires an advanced working knowledge of the technological components of Thomson West products and services.
The CTS Consultant will possess the ability to resolve complex customer and product issues using highly developed analytical skills. The CTS Consultant will use a variety of internal and external contacts and a high level of individual discretion to ensure customer satisfaction and Thomson West business success. The Consultant plays a vital role in the ongoing development of front line representatives by partnering with the Team Coordinators to identify development needs and facilitate training.
The CTS Consultant will act as a lead for specific products and services supported by the department. This responsibility includes, but is not limited to; training, product updates, and development meetings. Consultants are expected to participate in project work as assigned to contribute to team and department initiatives. CTS Consultants will be responsible for their ongoing development of technical knowledge, customer service skills, and business acumen.
MAJOR AREAS OF ACCOUNTABILITY
Resolve escalated customer needs and utilize appropriate follow through procedures.
Provide guidance for CTS Representatives in the resolution of customer needs.
Coach and develop CTS Representatives in job specific tasks.
Partner with Team Coordinators to proactively identify development needs of staff members.
Act as product/service lead for department.
Gather and forward customer feedback and suggestions for product improvement.
Recommend workflow, system, process and procedure improvements within team and department.
Seek opportunities to participate in special projects/special project teams.
Attend and apply ongoing training to further develop knowledge, skills and abilities.
Design, deliver, evaluate, and revise product training.
Act as advocate for CTS and customers in assessing, reporting on, and escalating issues and trends.
Work closely with application development staff to identify and resolve issues.
Work with West km customers and Project Managers to upgrade and support West km software
Troubleshoot and resolve km software issues at customer's site.
**Shift hours will be 10:30 AM - 7:00 PM.
EDUCATION: 2 year degree, and 2-5 years of progressive development.
MINIMUM REQUIREMENTS
Strong problem solving, analysis, design, and testing skills.
Effective verbal and written communication and presentation skills
Quick learner, eager to leverage new technologies in a dynamic team environment
Commitment to developing customer focused solutions
PREFERRED QUALIFICATIONS:
Technical degree or related technical certifications
Experience with Microsoft technologies (IIS, .NET framework, Exchange 2000, SQL
Experience with network components (routers, proxy's, WINS, DNS)
Advanced knowledge of Adobe products, Access, Fox Pro, registry settings, & permissions
Westlaw.com knowledge
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.
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