Application Analyst

PowerToFly; Hyderabad; Hybrid; INR 400,000 - 700,000; Full time

Benefits offered by this job

Hybrid work model

Flexible vacation

Mental Health Days

Headspace access

Tuition reimbursement

Volunteer days

Job summary

Thomson Reuters in Hyderabad invites applications for an Application Analyst to empower clients by delivering excellent support for our enterprise software solutions. This role sits in a frontline technical support team, helping customers use our products to meet business objectives.

You will respond to queries via phone, email, or case comments, document details, and collaborate with colleagues to resolve issues quickly. Hybrid work schedule with weekend coverage may be required.

Qualifications

• Bachelor's degree required.
• Excellent level of English.
• 1-2 years of relevant experience.
• Strong customer service and communication skills.
• Experience providing technical support for enterprise software.
• Problem solving skills.
• Able to work as part of a team.
• Experience with ONESOURCE Indirect Tax Determination (Sabrix), Vertex or Avalara is good to have.

Responsibilities

• Respond to and solve customer queries during use of applications via phone, email or case comments.
• Concisely document support requests with problem descriptions, resolutions and follow-ups.
• Interact with colleagues to resolve issues effectively and timely.
• Use internal resources and elevate issues to Team Lead or Manager as needed.
• Maintain up-to-date product knowledge for all supported products.
• Keep client contact details current in internal systems.
• Ensure common queries have a Knowledge Base Article (KBA).

Skills

Customer service

Communication

Problem solving

Teamwork

English proficiency

Education

Bachelor's degree

Tools

ONESOURCE Indirect Tax Determination (Sabrix)

Vertex

Avalara

Job description

Step into the world of innovation at Thomson Reuters—where your technical expertise meets global impact. As an Application Analyst, you'll be at the forefront of empowering clients by delivering exceptional support for our cutting‑edge software solutions!

The Application Analyst, role sits within our front‑line technical support organization, which is tasked with assisting customers to successfully utilize our software solutions therefore meeting their firm’s business objectives.

Hybrid Work Mode: 2-3 days mandatory Work from Office every week.

Successful candidate will be required to cover at least one weekend shift (Saturday or Sunday)

Shift timing: Candidate should be comfortable to work in rotational shifts. [5:00AM - 2:00PM IST or 7:30PM - 4:30AM IST (night shift)]

About the Role

• Responding to and solving queries raised by our customers during their use of our applications, responding to customer by phone, e-mail or case comments.

• Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.

• Interact with colleagues to resolve customer issues effectively and timely.

• Use internal resources as needed and elevate issues to Team Lead or Manager.

• Maintain up to date product knowledge of all supported products.

• Maintain correct contact details for our client base on our internal systems.

• Ensure common queries have a Knowledge Base Article (KBA).

About You

• Bachelor's degree is required.

• Have an excellent level of English.

• 1-2 years of relevant experience is required.

• Strong customer service and communication skills.

• Experience providing technical support for enterprise class software.

• Problem solving skills.

• Able to work as part of a Team.

• Experience with ONESOURCE Indirect Tax Determination (Sabrix), Vertex or Avalara is good to have.

#LI-GS2

What’s in it For You

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work‑life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.