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Title: Bilingual Global Service Desk Analyst - SpanishLocation: US-MN-EaganJob Number: TEC028738The Global Service Desk Analyst is a part of a team providing a single point of contact for the efficient resolution of end-user technical problems and requests.Major Responsibilities: * Provide comprehensive first-tier phone support for the efficient resolution of technology problems and requests for Thomson Reuters end-users. * Provide complex and unique technical troubleshooting assistance to employees across global business units. * Accurately assesses and records problems in the problem management tool. * Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction. * Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements. * Identify potential system problems and escalate to department contact for resolution. * Work with customers in establishing the appropriate expectation and response time * Further develop technical aptitude and customer service knowledge, skills, and abilities. * Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication. * Displays a solid knowledge of major desktop software applications and networking concepts * Works independently on complex tasks with some technical and management guidance * Communicate direction/resolution at an appropriate technical and business level for the audience * May participate in some projects and virtual teams * Handles multiple and competing projects * Delivers on tasks and objectives on time * Produces quality work and results * Perform related tasks as needed or assigned. Scope & Impact:* No direct budgetary responsibility * Scope of business is local, but may act enterprise wideWe are 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. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.Qualifications:Skills:* Spanish fluency is required * Strong communication skills; both verbal and written * High degree of comprehension of the issues presented by customers * Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude * Apply discretion resulting in appropriate/desired resolutions * Ability to analyze issues and determine root cause and identify appropriate solutions. High degree of problem solvingInternal/External Relationships:* Strong ability to connect and build relationships with customers via virtual methods ,phone, email * Strong ability to independently problem solve * Effectively communicate both verbally and in writingCertifications/Education:* 4 year degree or tech certificate and 1 year of technical support experience OR comparable training with 3 years technical support experienceProfessional Experience:* Experience in a technology support organization is preferred * Prior customer service experience preferred. * Prior call center experience preferredBehavioral Competencies:* Focusing on Customers, Collaborating across Boundaries, Driving ResultsAt Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,0 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.As 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.Intrigued by a challenge as large and fascinating as the world itself? Come join us.To learn more about what we offer, please visit careers.thomsonreuters.com.More information about Thomson Reuters can be found on thomsonreuters.com.According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the 2013 fiscal year (October 1, 2012-September 30, 2013).Do you want to use your passion for technology to help build the knowledge economy? Are you interested in challenging and cutting edge technology projects?In the Thomson Reuters "Tech Careers" iPad app, our technologists from around the world provide personal insight into projects they
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