Feb 29, 2016

Client Support Analyst/content Support Analyst Thomson Reuters India Pvt Ltd Bangalore

    Position Client Support Analyst

    Location Bangalore

    Job description:

    The Customer Support Executive is responsible for providing effective and courteous support to customers in relation to their Thomson Reuters product or service. This includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary action is taken to resolve a customers enquiry. 
    Global Data Scope support team: Successful applicants will be responsible for providing effective support to customers on Content and Application issues across the globe. Analysts respond to written inquiries via E-channel Queries raised through Service cloud, chat and Phone. This includes active focus on enquiry resolution working closely with groups within Content operations and application support .The role requires a positive customer focused attitude at all times ensuring that all the necessary action is taken to resolve a customers enquiry. Acts as customers advocate within TR and TR ambassador within client's enterprise to promote and campaign full utilization of application. Should be flexible with work timings, including rotational Shifts

    Essential Day-to-Day Responsibilities:
    Respond to customers enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
    Logging and classifying all calls and requests for assistance in the customer relationship management system (Service cloud)
    Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.
    Manage the resolution process for customers relating to data and applications for a particular product/s.
    Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
    Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
    Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customers enquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
    Recognize and escalate recurring problems, inferior processes or outdated procedures.
    Accept additional projects or areas of responsibility that will improve the teams performance.
    Proactively contribute to the TRCS team and the achievement of its goals.

    Candidate must possess at least a Bachelor's/College Degree, (Preferably Finance field)

    Required Skills:
    - Finance Freshers with excellent communication skills (Other roles)
    - At least 2 year(s) of working experience in the related field is required for this position. (For Client Support Analyst)
    Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
    Understanding of client needs. Focus on delivering results.
    Detail orientated with sound information probing skills.
    Well developed analytical skills with the ability to problem solve and develop solutions.
    Ability to learn new technologies and principles quickly and work in an environment that is continually changing and adopting new techniques and technologies.
    Flexibility with work times including rotational shift work.

    WALK - IN Drive on 29 Feb (Tuesday) - 4 March 2016 (Friday)
    Walk-In time: 11:00 AM - 3:00 P.M.

    Location: Bangalore
    Venue: Divyasree Technopolis, 36/2 & 124, Yamlur Main Road, Varthur Hobli, Old Airport Road. Room Ground Floor
    Contact person : Vikram Roy

    [B.Tech Freshers aren't eligible to apply] 

    Date: 29 Feb (Monday) - 4 March 2016 (Friday)
    Walk-In time: 11:00 AM - 3:00 P.M.


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