Technical Support Analyst (Tax Product Support)

Job Description

Thomson Reuters is the leading source of intelligent information for the worlds businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world’s most trusted news organization. Our Tax & Accounting division is seeking to appoint Support Analyst , based in Hyderabad office working primarily on our corporate suite of products. This role will suit a person who is interested in pursuing a career as a Tax & Accounting Product Specialist. The ideal person we are looking for will be someone who has an Accounting Degree and significant technical expertise, providing support for complex software, Tax & Accounting products, to end users in a commercial environment. This opportunity will see you liaising with our customers and internal stakeholders to assist with inquiries relating to our desktop and cloud solutions. You will also provide 1st level support to clients on all functional aspects of the application and understand issues that are affecting their use of the application and platform. About the Role: Answering, resolving, and updating all TAX related incidents and service requests from users and logging them in the service management system The individual would document and track customer information using our CRM system in accordance with our best practice standards and management instructions Answering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA) and resolving as many incidents and service requests as possible on the first call / contact Stakeholder management - providing timely and relevant updates to internal and external stakeholders Follow appropriate departmental and company procedures and policies and maintain good working relationships with internal departments and customers Experience in a client-facing Service Desk or Support Analyst role, troubleshooting and desire to learn Ability to multi-task, work under pressure and to tight deadlines, Adaptable and flexible to business demands Ability to learn and understand new software products with ease along with Excellent organization, planning and implementation skills Contributing to a positive business relationship with our customers About You: Proficient with Microsoft Word, Excel, Outlook, Salesforce High standard of professionalism along with excellent written and verbal communication skills Good numerical and problem-solving skills Experience in a client-facing Service Desk or Support Analyst role Ability to learn and understand new software products with ease Excellent organization, planning and implementation skills Experience identifying and implementing support team processes improvements Adept at navigating within a complex matrixed organization Ability to prepare and deliver presentations for various audiences. Ability to understand and interpret financial statements and to train others on process and system applications. Ability to create and maintain spreadsheets and databases. Requires 3+ years of Tax relevant work-related experience ( Experience in Corporate Tax and Tax Provision/Software preferred ). Bachelor's degree required. Flexible to work rotating shifts between 6AM to 3PM and 11AM to 8PM.