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Thomson Reuters hiring Product Support Analyst in Hyderabad

+2 votes
92 views

Job Type

Not Specified

Min Experience

0 Yr

Max Experience

20 Yr

Job Role : Product Support Analyst
Eligibility : BE/BTech/BSc/Other Degree
Experience : 0 - 2 Years
Job Location : Hyderabad

Job Description:
1. Receive and provide written/voice/chat support to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with GCS policies and procedures.
2. Maintain a productive case load in support of the overall production requirements.
3. Achieve quality and efficiency improvements by enhancing the consistency of the customer experience.
4. Maintain an acceptable ratio of aged cases, initiating follow up as needed.
5. Efficiently resolve customer problems and/or questions related to Thomson Reuters ResearchSoft products and services
6. Process all customer inquiries in a professional, accurate, courteous and timely manner.

Candidate Profile:
1. 0 -2 years of experience in a Contact Center or Support Desk environment.
2. Demonstrated customer and/or technical support experience.
3. Experience with Contact Center Operations and CRM functionality.
4. Excellent written, interpersonal communication and problem solving skills.
5. Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers.
6. A good team player with the ability to work on own their initiative with minimal direct supervision.
7. Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment.
8. Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning.

Apply Here

posted Nov 11, 2013 by anonymous

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Description:
At Thomson Reuters, we deliver intelligent information quickly and efficiently, so professionals have knowledge to act. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare, and media markets, powered by the world's most trusted news organization.

Position: Business Analyst
Location: Bangalore

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Job description:

Project Summary and Position Overview:

Working for Organization Authority, the candidate will work closely with Organization Authority’s Content & Capability team and Content Market Place Technology team to
• Liaise among business stakeholders, potentially external customers as well, in order to elicit, analyze, communicate, and validate requirements for changes to business products, processes and systems.
• Collect, analyze and synthesize data to document requirements, and translate into detailed technology needs & formal specifications. Author & communicate requirements documentation.
• Depending on the nature of the project, undertake a combination of project management, technical implementation, and testing analyst tasks.
• Expected to have either a strong proprietary knowledge base or multiple years of previous experience in requirements analysis and authoring.
Essential Day-to-Day Responsibilities:
• Responsible for the elicitation, analysis, and documentation of a client's business needs and requirements.
• Elicits, writes formal specifications, and communicates business requirements between development and client to design and implement business solutions.
• Develops and improves business processes within the technology and business organizations and understands client requirements, specifying and analyzing these to a sufficient level of detail to ensure clarity of definition.
• Translates complex business requirements into technical solutions as required.
• Makes technical solution recommendations to meet requirements based on understanding of how technical solutions will impact the business and stakeholders as required.
• Responsible for building and maintaining a relationship with customers.
• Uses a structured requirements process to assess near-term needs.
• Ensures that implementation follows the design.
• Ensures change management and communication of change to team and/or client is done in a systematic way for complex projects.
• Develops an in-depth awareness and understanding of multiple Thomson Reuters technologies, products, and services.

Qualifications:

Education:
• Graduate in any discipline.

Required Skills:

• Demonstrated experience in writing requirements for large scale complex information systems/databases.
• Excellent communication skills including ability to influence and negotiate.
• Strong analysis and problem solving skills.
• Strong SQL, XML, Testing/UAT skills.
• Prior experience of financial reference data systems, databases and projects.
• Understands principles of usability and helps ensure products are fit for purpose.
• Understands requirements management best practice and ensures these practices are used.
• Presentation and facilitation skills.
• Solid knowledge of information systems, business operations, requirements analysis, and integration/design.

READ MORE

Qualification: Bachelors / Master’s Degree
Experience: 2-4 Years
Industry: IT Software / Software Services

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Skills: Java Development Experience Java/J2EE, HTML, JavaScript, Ajax, SQL, Excellent Communication Skills.
Responsibilities:
Writes new Software, makes modifications to existing software, or integrates software applications and make modules in accordance with agreed upon specifications provided by others.

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