Client Support Associate
Location: Bellevue, Washington
Description: Thomson Reuters is presently looking of Client Support Associate right now, this occupation will be designated in Washington. More complete informations about this occupation opportunity please read the description below. Job Description:
Client Support Associates train users, manage implementation projects for some product offerings, provide ongoing support to users, conduct usage campaigns for some product offerings, and participate in the ongoing improvement of product trainings, implementations, and support.
Primary Responsibilities:
Conduct user training sessions Design and record user tutorials, as needed Develop scripts and curriculum for trainings and tutorials on new product offerings, as needed Provide support, primarily via phone and email, to product users (often involving complex issues and functionality) Manage implementation projects for some product offerings, and participate in implementation projects of other products Test bugs or issues brought to our attention by users, and escalate issues or suspected bugs to appropriate development personnel Track and manage support activities using a database/software Identify and escalate issues to appropriate internal personnel for account management and consulting Develop and engage in proactive usage campaigns to ensure client adoption of some product offerings Advise users on best-practices for some product offerings Work cross-functionally with other teams, including product management, developers, sales, and marketing, to ensure client satisfaction Train internal staff on product issues Advise and guide others internally on product issues Partner with internal Serengeti and Thomson Reuters partners to ensure client retention and satisfaction Work with manager to identify process issues, and develop and improve processes for trainings, support, and (for some product offerings) usage/adoption Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of client needs
Additional Responsibilities:
Assist in monitoring and updating help files Aid in testing new product releases Other duties as assigned
Work Skills:
High level of working knowledge of legal processes, terms, and industry Familiarity and comfort with technology and databases to develop an "expert" level understanding of the product offerings and subject matter Ability to handle and identify priorities for multiple projects at the same time (CSAs manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships) Ability to communicate information clearly in writing and over the phone Ability to handle support issues with tact and diplomacy Problem-solving skills Modify practices and procedures to meet individual client situations, suggesting workarounds as needed Project management skills, aptitude or experience
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.
Experience and Qualifications:
Minimum of two years of experience working in the legal field is required (e.g., as practicing attorney, law school intern, paralegal, legal administrative assistant, or billing personnel) Experience in working with computer systems/databases preferred Understanding of business and/or accounting processes preferred
Education:
Minimum bachelor of arts degree, or significant experience working in the legal industry may be substituted for educational requirements (e.g., work as biller, paralegal, or legal administrative assistant) Juris Doctorate desirable
Compensation:
Complete benefits package on hire date
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 colleagues in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our 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 an Equal Employment Opportunity/Affirmative Action Employer.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the 2012 fiscal year (October 1, 2011-September 30, 2012).
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If you were eligible to this occupation, please send us your resume, with salary requirements and a resume to Thomson Reuters.
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This occupation starts available on: Fri, 13 Jul 2012 09:27:23 GMT
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