The Support Analyst serves as primary contact in assisting customers to effectively utilize Elite’s Enterprise and/or 3E software applications to ensure the firm’s business objectives are being met.
Elite is a leading developer of integrated information solutions for professional services firms worldwide. Elite is part of Thomson Reuters and is a premier provider of financial and practice management systems to the legal industry and to other professional services markets, including accounting, marketing services, and management and IT consulting.
Elite develops proven software solutions and delivers expert professional services that help customers enhance their core business competencies and sharpen their strategic focus. Headquartered in Los Angeles, Elite maintains offices in Albuquerque, Auckland, Boston, Calgary, Hong Kong, London, Minneapolis, New York, Philadelphia, Singapore and Sydney. More than 60% of the AmLaw 100 and Global 100 law firms and nearly 30% of the top CPA firms rely on Elite solutions to manage their business.
Large Law Firm / Elite / Support
Problem resolution – Communicates and recommends complex business process, procedures and diverse information to resolve customer issues. Documents the nature and scope of client issues and steps toward resolution including application testing and searches of internal knowledgebase and documentation for known solutions. Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer’s business operation. Uses remote access utilities and other resources as needed and escalates issues to lead or senior level analysts when necessary.
Customer satisfaction - Responds and communicates effectively with clients in order to build trust and loyalty by providing professional, courteous, and knowledgeable service. Acts with an appropriate sense of urgency and follow up to ensure issues are resolved to the client’s satisfaction and develops rapport through personal interactions. Effectively communicates service request status and actions taken towards problem resolution to a diverse audience of differing levels of technical competence.
Teamwork – Interacts constructively with colleagues to resolve customer issues in the most effective manner. Participates in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness. Actively seeks and applies knowledge gained from colleagues and outside resources and shares that knowledge with others. Develops and maintains subject matter expertise for the team/department.
Technical expertise - Acquires and maintains expertise on the Elite software product set and its operating platforms. Requires a strong working knowledge of how client firms could utilize or adapt the software to effectively manage their business from a financial and operational perspective. Analysts may be assigned to provide in-depth support for a sub-set of the Thomson Elite product set or may be assigned to provide broad-based in-depth support for the entire product set.
We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.
Qualifications, Experience, Knowledge and Skills
- Bachelor’s Degree or equivalent work experience
- 2+ years technical support or related customer service experience in a software environment
- Self-directed, able to prioritize and effectively handle multiple service requests at a time under high-pressure and challenging situations.
- Exceptional customer service skills with expertise in troubleshooting and solving complex problems
- Excellent organizational, time management, written and verbal communication skills
- Strong working knowledge of computer hardware and network operating systems and expertise troubleshooting hardware and software compatibility issues across various configurations
- Proficient technical knowledge of MS-Windows, MS SQL Server, MS Office, IE and relational database concepts
- Experience with Elite software, financial operations, accounting, legal or professional services industries, and object oriented programming are a plus
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 60,000 employees 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, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
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Thomson Reuters PH - 23 months ago