Technical Support Executive Job - Θέσεις εργασίας Κύπρος

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Technical Support Executive Job

Technical Support Executive Job
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Date: Jun 11, 2013

Title:Technical Support Executive



The Thomson Reuters Customer Support Centre (in South Cyprus) is the high profile first point of contact for customers wanting help on any Thomson Reuters' products or services. The aim is to provide an efficient and effective place for customers to contact, where they can be assured that their technical queries will be answered promptly, accurately and professionally by telephone or electronically.

- Provide first line technical support
- Answer queries promptly, professionally and knowledgeably on the phone and via email
- Maintain polite, professional attitude to all clients
- Log all calls received on Siebel accurately, efficiently and completely
- Provide timely updates to clients on existing queries
- Manage and take ownership of the resolution process for all customer related issues
- Ensure the provision of consistently reliable and professional service to Thomson Reuters' clients by utilizing in depth technical and product knowledge and diagnostic skills
- Develop expertise in the tools and Thomson Reuters products that will lead to shorter resolution times
- Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues
- Undertake proactive calling to ensure customer satisfaction levels
- Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures
- Achieve individual & team desk targets
- This role encompasses interaction with a variety of departments and opportunity for progression within Thomson Reuters Customer Support

Thomson Reuters is 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. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on



Graduate level education or equivalent experience

- Strong Customer Service skills
- Strong communication skills
- Experience of supporting clients in a technical customer support or customer service role
- Technical expertise in support, development, QA or equivalent with expertise in TCP/IP, LAN/WAN technology, Windows 2000/XP/Vista workstations
- Excellent knowledge of Internet technologies
- Logical approach to problem solving
- Strong time management skills
- Ability to work under pressure with minimum supervision
- Motivated self-learner who keeps abreast of technical developments
- Excellent Team Player
- Some experience within Thomson Reuters or relevant industry experience would be a plus
- Candidates with CCNA qualification would be an advantage
- Good knowledge of financial markets desirable
- Self motivation and a high level of initiative

- Fluency in both English and Arabic is a requirement. The successful candidates should be able to communicate effectively in Arabic Language with clients in the Middle East.

Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.

Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.

Job: Product Support Rep 2
Primary Location: Nicosia, CEMA - CONT. EUROPE, MIDDLE EAST, AFRICA
Other Locations:
Organization: GGO MAR-HelpDesk
Schedule: Full-time
Education Level: None
Job Type: Standard
Shift: Day Job