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Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on Thomson Reuters Support Centre is the high profile first point of contact for customers wanting help on any Thomson Reuters products or services. The aim is to provide an efficient and effective place for customers to contact, where they can be assured that their queries, which include data, functionality and technical, will be answered promptly, accurately and professionally by telephone or electronically.
The distribution management function is the next level of expertise in remote management. Pro-actively monitoring the healthiness of the Thomson Reuters devices installed in client site, resolve technical problem using remote management tools in the aim to restore the service to the client sooner and minimise site visits. Manage the problem from start to end and update the client regularly. There will be a requirement to work on a rota pattern.
Key Result Areas
1. Pro-actively monitoring client site devices
2. Problem Management
Manage problems end to end. Liaises with field groups, technical operation/telecoms, 2nd line support. Keeping track the progress until problem is resolved
Collect & Analyse log file from client site device
Resolve problem using remote management tools
Assist front line agent & Field groups to determine the status of a client site device using remote health checks
3. Installation Assistance
Assist on site engineer to enrol devices to Tivoli.
Perform post-install checks to ensure correct function of devices
Action Remote software distribution (sometime out side of business hours)
4. Maintaining technical and soft skills
Maintain adequate product, technical and market knowledge
Familiarise with new products
Maintain call handling skill, including the correct call logging, administrative and procedural practices required
Qualifications
The ideal candidate will have the following skills, knowledge and experience
Data communication and digital switching including LAN/WAN systems
Competent in customer service skills
Strong problem solving skills and decision-making skills.
Fluency in English (written and spoken)
Ability to communicate effectively with colleagues and customers
Practical understanding of performance measurement techniques and statistics
Some knowledge of project management techniques
Understanding of Thomson Reuters data delivery products preferred
Financial markets basic knowledge preferred
Other European languages are desirable
Knowledge of remote management protocols and tools (i.e. Tivoli)
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.
Job Customer Service/ Support
Primary Location Poland-Gdynia-POL-Gdynia-Baltic Business Ctr
