Applications Support Analyst

TRSS; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a passionate Applications Support Analyst to join their dynamic team. This role involves diagnosing technical issues, providing step-by-step solutions, and collaborating with internal teams to enhance customer support processes. You will have the opportunity to work in a flexible hybrid environment, balancing personal and professional responsibilities while contributing to innovative solutions in AI and technology. Join a company renowned for its commitment to diversity, inclusion, and continuous learning, and help shape the future of knowledge professionals in a supportive and inclusive workplace.

Benefits

Flexible Vacation

Mental Health Days Off

Tuition Reimbursement

Employee Incentive Programs

Access to Headspace App

Retirement Savings

Work from Anywhere for 8 Weeks

Paid Volunteer Days Off

Qualifications

• Proven experience in technical support or customer service roles.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Diagnose and troubleshoot technical issues for customers.
• Maintain detailed reports of interactions and solutions.

Skills

Technical Support

Communication Skills

Problem-Solving Skills

Customer Service

Analytical Thinking

Organizational Skills

Cloud Computing

Network Troubleshooting

Education

Bachelor's Degree or Equivalent Experience

Tools

ServiceNow

Job description

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!

Join our team! The ideal candidate possesses excellent communication skills, a strong technical background, and a passion for helping others. They will be responsible for providing technical support, diagnosing issues, and escalating more complex problems to higher-level support.

About the Role

In this opportunity as an Applications Support Analyst, you will be responsible to:

• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.
• Escalate unresolved issues to the appropriate internal teams (L2/L3 Support) with detailed documentation.
• Maintain a detailed report of interactions, problems, and solutions in ServiceNow.
• Assist in the creation and maintenance of knowledge base articles and FAQs.
• Collaborate with team members to improve customer support processes and overall service quality.
• Adhere to established service level agreements (SLAs) and performance metrics.
• Participate in training sessions to stay updated on new products, technologies, and support best practices.

About You

You’re a fit for the role if your background includes:

• Proven experience as a support engineer or in a customer service role.
• Familiarity with cloud computing and experience with network troubleshooting.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and the ability to think analytically.
• Ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Customer-oriented and patient demeanor.

What’s in it For You?

Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:

• Industry-Leading 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.

• 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, and hybrid model, 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 skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.

• 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.

• 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.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.