Thomson Reuters
Customer Support Analyst
Thomson Reuters, San Francisco, California, United States, 94199
Customer Support Analyst, Client SatisfactionThe Customer Support Analyst, with guidance from the Customer Satisfaction Manager, acts as a resource for consolidating and translating a diverse set of business requirements to Functional Design Documents in preparation for software development while meeting all of the intended needs of the business to support existing customers. Reviews business and product needs for complex projects; and provides support to customers as required. Authors and communicates requirements documentation. Depending on the nature of the project, undertakes a combination of project management, technical implementation, and testing analyst tasks.About The Role:As a
Customer Support Analyst
you will:Perform requirements gathering and business analysis through techniques such as: Data gathering, Reviewing current system documentation, Business process modeling, and Gap analysis.Meet with customers to elicit summary (technical and non-technical) of issues and share the information with the development team.Develop Functional Specifications according to standard templates and map them to functional specifications.Define business rules and logic, as well as acceptance criteria, based on information gathered in stakeholder meetings.Work on the day-to-day maintenance of existing content (steps to replicate and/or correct bugs in software) 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 (Analysis and Product) and the software development team.Complete tasks with input from Client Satisfaction Manager.Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Services Lead.Organize and analyze source materials such as design and test specifications, design documents, and other scoping material.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 through building and maintaining a relationship with clients.About You:You are a fit for the position of
Customer Support Analyst
if your background includes:Bachelor's Degree in Computer Science, Computer Engineering, Business, related field, or equivalent experience.2+ years' experience in requirements gathering and preparation of functional specifications or other technical documentation.Must have analytical, troubleshooting, and decision-making skills.Proven understanding of 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 office environment.Must have the ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.Must have written and verbal communication skills along with strong customer service skills.Must have strong working knowledge of the Microsoft Office Product Suite.Travel may be required (5% / 1 to 2 Times Per Year).Experience with mocking up UI design is preferred but not required.Experience with or understanding of judicial/court processes is a plus, but not required.What's in it For You?Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.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; Ten Thousand Coffees Thomson Reuters cafe networking.Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.Purpose Driven Work:
We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its 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. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.AccessibilityAs 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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Customer Support Analyst
you will:Perform requirements gathering and business analysis through techniques such as: Data gathering, Reviewing current system documentation, Business process modeling, and Gap analysis.Meet with customers to elicit summary (technical and non-technical) of issues and share the information with the development team.Develop Functional Specifications according to standard templates and map them to functional specifications.Define business rules and logic, as well as acceptance criteria, based on information gathered in stakeholder meetings.Work on the day-to-day maintenance of existing content (steps to replicate and/or correct bugs in software) 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 (Analysis and Product) and the software development team.Complete tasks with input from Client Satisfaction Manager.Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Services Lead.Organize and analyze source materials such as design and test specifications, design documents, and other scoping material.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 through building and maintaining a relationship with clients.About You:You are a fit for the position of
Customer Support Analyst
if your background includes:Bachelor's Degree in Computer Science, Computer Engineering, Business, related field, or equivalent experience.2+ years' experience in requirements gathering and preparation of functional specifications or other technical documentation.Must have analytical, troubleshooting, and decision-making skills.Proven understanding of 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 office environment.Must have the ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.Must have written and verbal communication skills along with strong customer service skills.Must have strong working knowledge of the Microsoft Office Product Suite.Travel may be required (5% / 1 to 2 Times Per Year).Experience with mocking up UI design is preferred but not required.Experience with or understanding of judicial/court processes is a plus, but not required.What's in it For You?Wellbeing:
Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.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; Ten Thousand Coffees Thomson Reuters cafe networking.Social Impact:
Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.Purpose Driven Work:
We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its 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. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.AccessibilityAs 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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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