Support Engineer #13001844 | Thomson Reuters | Lake Oswego, OR, US

Support Engineer #13001844 | Thomson Reuters | Lake Oswego, OR, US


Support Engineer Job
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Date: Jun 24, 2014

Location: Lake Oswego, OR, US
Title:Support Engineer
ID:13001844

Description

We 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.

Job Summary: You are responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests. In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. You will receive minimal direction on routine and general problem solving issues.

Job Responsibilities include:
- Provide first line support for customer service requests logged either through the Sabrix Support Network or through the toll free customer hot line.
- Researching initial request
- Confirming expectations with the customer
- Resolving requests using existing knowledge base, historical records and/or own experience.
- Follow established escalation procedures to assign request to appropriate level as required.
- Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request.
- Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.
- Evaluate existing customer support plans and procedures. Update as required.
- Assist with other technical and analytical projects as assigned.
- Convey customer feedback to product management and executive staff.
- Maintain a working relationship with all departments

Qualifications
- 2+ years of equivalent experience including experience with ERP applications and help desk operations.
- Experience with tax automation systems as part of an ERP (Sabrix, Vertex, Taxware etc) is desired Special skills and knowledge requirements:
- Strong functional business application acumen. Ability to learn new technologies quickly.
- Experience with relational databases desired, not required.
- Experience with Application Servers desired, not required.
- Experience determining and developing requirements for enterprise financial solutions
- Good project management skills and experience
- Ability to manage multiple priorities (adept at multi-tasking)
- Commitment to detail and follow through
- Strong interpersonal communication and customer interaction skills
- Must be creative, innovative and flexible with the ability to work in a matrixed environment.
- Detailed understanding of general business and management practices is highly desired
- PC and related software applications.
- ERP applications experience (Oracle Financials, SAP, PeopleSoft, etc) desired.

Job: Technology Development Family Group
Primary Location: Lake Oswego, OR, US
Other Locations:
Organization: Tax&Acctg Indirect Tax
Schedule: Full-time
Education Level: High School Diploma/GED (±11 years)
Job Type: Standard
Shift: Day Job
Travel:


Nearest Major Market: Portland Oregon
Job Segments: Engineer, ERP, Database, Oracle, PeopleSoft, Engineering, Technology
- See more at: http://jobs.thomsonreuters.com/job/Lake-Oswego-Support-Engineer-Job-OR-97034/30495600/#sthash.cG6u4aaV.dpuf


http://jobs.thomsonreuters.com/job/Lake-Oswego-Support-Engineer-Job-OR-97034/30495600/