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Job Field: Office Jobs
Location: LAKE OSWEGO, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Title: Customer Support Analyst (Technical)<BR>Location: US-OR-Lake Oswego<BR>Job Number:_CUS00006131<BR><BR>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, scientific, healthcare, and media markets, powered by the world&#39;s most trusted news organization.<BR><BR>Job Summary: <BR><BR>You are responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests. In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. You will receive minimal direction on routine and general problem solving issues.<BR><BR>Job Responsibilities include:<BR><BR>-Provide first line support for customer service requests logged either through the Sabrix Support Network or through the toll free customer hot line. Support includes:<BR>* Researching initial request<BR>* Confirming expectations with the customer<BR>* Resolving requests using existing knowledge base, historical records and/or own experience.<BR>* Follow established escalation procedures to assign request to appropriate level as required.<BR>* Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request.<BR>-Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.<BR>-Evaluate existing customer support plans and procedures. Update as required.<BR>-Assist with other technical and analytical projects as assigned.<BR>-Convey customer feedback to product management and executive staff.<BR>-Maintain a working relationship with all departments<BR><BR><BR>Qualifications:<BR><BR><BR>?     Bachelor&#39;s degree in business, information systems or computer science or equivalent experience desired.<BR>?     2 years of equivalent experience including experience with ERP applications and help desk operations.<BR>?     Experience with tax automation systems as part of an ERP (Sabrix, Vertex, Taxware etc) is desired<BR><BR>Special skills and knowledge requirements:<BR><BR>?     Strong functional business application acumen. Ability to learn new technologies quickly.<BR>?     Experience with relational databases desired, not required.<BR>?     Experience with Application Servers desired, not required.<BR>?     Experience determining and developing requirements for enterprise financial solutions<BR>?     Good project management skills and experience<BR>?     Ability to manage multiple priorities (adept at multi-tasking)<BR>?     Commitment to detail and follow through<BR>?     Strong interpersonal communication and customer interaction skills<BR>?                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   </font></td>
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