Thomson Reuters
Senior Solutions Engineer
Thomson Reuters, Plano, Texas, us, 75086
Do you have an interest in becoming a member of our Client Satisfaction team as a
Senior Solutions Engineer
serving our case management solution customers? Thomson Reuters Court Management Solutions is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms and transforms courts into modern examples of efficiency and effectiveness. Judges, clerks and IT personnel depend on C-Track for managing their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing and document management solutions.The
Senior Solutions Engineer
acts as first and second level support within a contact center to support existing customers. This role may include customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. The role serves as subject matter expert for products and/or processes. May include quality monitoring and follow up of customer calls. This is a remote work position.About the Role:In this opportunity as
Senior Solutions Engineer , you will:Serve
as an escalation point for queries that cannot be solved by the first level.
Provide
direct telephone support to customers when required.
Analyze
and use judgment in recommending methods and techniques for obtaining solutions.
Demonstrate
the ability to work independently as well as in a team environment.
Maintain
existing content to ensure it is up to date and maintained in a timely manner.
Serve , along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team.
Complete
tasks with the input from the Client Satisfaction Manager.
Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager.
Understand
corporate goals and practices and apply them when resolving a variety of problems.
Make a commitment
to ensure that customer needs are met by taking personal responsibility for service and quality.
Process
customer inquiries and reported issues, responding to them through written or telephone communications.
Develop
and maintain positive customer relationships. Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters brand.
About You:You're a fit for the role of
Senior Solutions Engineer
if your background includes:Bachelor's Degree in Management Information Systems, Computer Science, Business, or related field required.
3+ years' experience in a related field.
Strong working knowledge of the Microsoft Office Product Suite.
Strong customer service skills.
Must have excellent written and verbal communication skills.
Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets.
Provide feedback to the Client Satisfaction Manager on common customer concerns and ideas for resolution.
Analytical, troubleshooting and decision-making skills.
Basic project management skills.
Proven experience with the full software development lifecycle from planning to implementation and maintenance.
Must be quality focused, organized and deadline oriented.
Must possess the ability to understand, articulate technical requirements, processes and translate that information into technical documentation.
Must have the ability to work well in a fast-paced professional environment.
Experience with or understanding of judicial/court process a plus.
Ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.
Flexible working hours within the boundaries of an 8 hour work day.
Travel may be required (10%).
What's in it For You?You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance.
Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development:
LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.
Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually.
Purpose Driven Work:
We help our customers pursue justice, truth, and transparency.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. This job posting will close 10/24/2024.
#J-18808-Ljbffr
Senior Solutions Engineer
serving our case management solution customers? Thomson Reuters Court Management Solutions is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms and transforms courts into modern examples of efficiency and effectiveness. Judges, clerks and IT personnel depend on C-Track for managing their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing and document management solutions.The
Senior Solutions Engineer
acts as first and second level support within a contact center to support existing customers. This role may include customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. The role serves as subject matter expert for products and/or processes. May include quality monitoring and follow up of customer calls. This is a remote work position.About the Role:In this opportunity as
Senior Solutions Engineer , you will:Serve
as an escalation point for queries that cannot be solved by the first level.
Provide
direct telephone support to customers when required.
Analyze
and use judgment in recommending methods and techniques for obtaining solutions.
Demonstrate
the ability to work independently as well as in a team environment.
Maintain
existing content to ensure it is up to date and maintained in a timely manner.
Serve , along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team.
Complete
tasks with the input from the Client Satisfaction Manager.
Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager.
Understand
corporate goals and practices and apply them when resolving a variety of problems.
Make a commitment
to ensure that customer needs are met by taking personal responsibility for service and quality.
Process
customer inquiries and reported issues, responding to them through written or telephone communications.
Develop
and maintain positive customer relationships. Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters brand.
About You:You're a fit for the role of
Senior Solutions Engineer
if your background includes:Bachelor's Degree in Management Information Systems, Computer Science, Business, or related field required.
3+ years' experience in a related field.
Strong working knowledge of the Microsoft Office Product Suite.
Strong customer service skills.
Must have excellent written and verbal communication skills.
Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets.
Provide feedback to the Client Satisfaction Manager on common customer concerns and ideas for resolution.
Analytical, troubleshooting and decision-making skills.
Basic project management skills.
Proven experience with the full software development lifecycle from planning to implementation and maintenance.
Must be quality focused, organized and deadline oriented.
Must possess the ability to understand, articulate technical requirements, processes and translate that information into technical documentation.
Must have the ability to work well in a fast-paced professional environment.
Experience with or understanding of judicial/court process a plus.
Ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.
Flexible working hours within the boundaries of an 8 hour work day.
Travel may be required (10%).
What's in it For You?You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance.
Culture:
Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development:
LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.
Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually.
Purpose Driven Work:
We help our customers pursue justice, truth, and transparency.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. This job posting will close 10/24/2024.
#J-18808-Ljbffr