THOMSON REUTERS Recruits Freshers Jobs: Product Support Analyst @ Chennai
Job Posted Date: 2012-11-08 |
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Company Thomson Reuters Job Role: Product Support Analyst Job Summary : Essential day to day acitivities: 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 Maintain a productive case load in support of the overall production requirements Achieve quality and efficiency improvements by enhancing the consistency of the customer experience Maintain an acceptable ratio of aged cases, initiating follow up as needed Efficiently resolve customer problems and/or questions related to Thomson Reuters ResearchSoft products and services Process all customer inquiries in a professional, accurate, courteous and timely manner Identify customer trends due to reoccurring issues and escalate as appropriate Complete and demonstrate a progressive understanding of the ResearchSoft Customer Technical Support training requirements as identified by supervisor/manager Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction Replicate customer's technical/product issues in order to provide appropriate steps for resolution Interpret and analyze customer needs to resolve inquiries and improve product utilization Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries Provide internal referral groups with thorough and accurate descriptions of customer issues Integrate feedback provided by supervision into standard work practices Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training Undertake other reasonable duties as requested by supervisor/manager 0 -2 years of experience in a Contact Center or Support Desk environment Demonstrated customer and/or technical support experience Experience with Contact Center Operations and CRM functionality Excellent written, interpersonal communication and problem solving skills 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 A good team player with the ability to work on own their initiative with minimal direct supervision Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the literature scholarly and research process Knowledge of database design and content, hardware and software applications, electronic product delivery systems and emerging technology products Service oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures Ability to meet deadlines Knowledge of production systems and processes Technical writing portfolio Bachelor's degree or equivalent required, in Scientific Discipline, Information, Library or Computer Sciences Note: Submit Your Resume |
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