Thomson Reuters Walkin Freshers in Hyderabad As Product Support Analyst On 23rd January 2017

Company Name: Thomson Reuters

Job Location: Hyderabad

Experience: Freshers/Experience (0 to 1 year)

Job Type: Walkin

Job Position: Product Support Analyst

Salary: Rs. 2,00,000 – 3,00,000/- per annum

Qualification: Any Bachelor’s degree (Science, Information, Library or Computer Science)

Year of Passing: 2015, 2016 Passouts

Job Description:

• As a product support analyst, the candidate must be able to resolve customer queries on phone, chat and email.

Eligibility Criteria:

• Demonstrated customer and/or technical support experience.
• Experience with Contact Center Operations and CRM functionality.
• Excellent written, interpersonal communication and problem solving skills.
• 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.
• Ability to meet deadlines.
• Knowledge of production systems and processes.
• 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
• 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

Job Responsibilities:

• 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.
• Process all customer inquiries in a professional, accurate, courteous and timely manner.
• Identify customer trends due to reoccurring issues and escalate as appropriate.
• 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.
• 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.
• Undertake other reasonable duties as requested by supervisor/manager.
• Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training.
• Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries.
• Complete and demonstrate a progressive understanding of the Research Soft Customer Technical Support training requirements as identified by supervisor/manager.
• Efficiently resolve customer problems and/or questions related to Thomson Reuters Research Soft products and services.

Documents Required:

• Updated Resume.
• Govt Photo ID Proof.

Walkin Date: 23rd January 2017

Walkin Time: 4.00 PM to 4.30 PM

Walkin Venue:

Thomson Reuters,
5th Floor Cafeteria, Divyasree Solitaire,
Plot No 14 & 15, Software Units Layout,
Survey No. 64 (Part),
Hyderabad.
Landmark: On the way to In Orbit Mall.

Contact Person: Prakash, Vijay/ Nikhila, 040-67140000

Company Website: www.thomsonreuters.com

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