Customer Technical Support - Specialty Application Representative
Thomson Reuters (Minneapolis, Minnesota)

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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 primary responsibility of a CTS Specialty Applications (SA) Representative is to support Thomson Legal & Regulatory (TLR) customers in the installation, licensing, use, and error resolution of proprietary TLR forms-based software.  The CTS SA rep is expected to provide resolution and educate customers of self-service options. This job requires an advanced working knowledge of network environments and of Thomson West products and services.
 
The CTS SA Representative will possess the ability to resolve complex customer and product issues using highly developed analytical skills. The CTS SA rep may use a variety of internal and external contacts and a high level of individual discretion to ensure customer satisfaction and Thomson West business success. 
 
CTS SA reps are expected to accurately document all customer contacts and resolutions steps. The CTS SA Rep provides customer follow-up as needed and gathers customer feedback in order to enhance Thomson West products and services. The CTS SA Rep recognizes and reports on trends leading to recurring technical problems.
 
CTS SA representatives are held to the highest quality metrics, and are expected to continuously increase their technical aptitude and customer service skills. Additionally, the CTS SA rep is responsible for improving organizational performance through identification of better ways to accomplish work, workflow & introduction of policy/procedure changes.
 
 
MAJOR AREAS OF ACCOUNTABILITY
Resolve customer needs and utilize appropriate follow through procedures. Document all customer contacts and resolution steps. Gather and forward customer feedback and suggestions for product improvement. Recommend workflow, system, process and procedure improvements within team and department. Attend and apply ongoing training to further develop knowledge, skills and abilities.  
REQUIREMENTS:
 
Education: 2 year degree required, 4 year preferred
 
Minimum Requirements:
Previous experience as a CTS Westlaw Representative, or 3-4 years comparable technical experience 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  Experience in customer support (preferably in a Call Center 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 various network environments (Peer-to-Peer, Thin Client/Citrix, Novell, Windows NT) Experience with 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.