Support Analyst

Thomson Reuters is the leading source of intelligent information for the world's 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 a Support Analyst, based in our Melbourne 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 products, to end users in a commercial environment.

**About the Role**

In this opportunity as Support Analyst, you will:

- Answering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA)
- Answering, resolving and updating all incidents and service requests from users and logging them in the service management system
- Resolving as many incidents and service requests as possible on the first call / contact
- Providing timely and relevant updates to internal and external stakeholders
- Contributing to a positive business relationship with our customers
- Consistently meet/exceed team OKRs
- Assist with management of knowledge base content, including creating articles for the customer facing site
- Handle escalated/assigned customer issues and/or complaints, and allocated tasks

**About You**

You're a fit for the role of Support Analyst, if you have:

- At least 1-2 years' experience in the Tax & Accounting Industry preferred
- Degree in Accounting or Technology essential
- Experience in a client-facing Service Desk or Support Analyst role preferred
- Problem solving skills
- High standard of professionalism
- Excellent written and verbal communication skills
- Good numerical skill

**What's in it For You?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
- ** Social Impact**: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
- ** Purpose Driven Work**: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.

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 our operations around the world regardless of race, colour, 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

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