Junior Support Analyst

Description

Job Summary: Junior Support Analyst role focused on customer support, error simulation, ticket tracking, and knowledge base content creation within a technology company. Key Highlights: 1. Career development at a leading Technology sector company. 2. Working with solutions that support professionals across diverse fields. 3. Focus on incident resolution and technical support to customers. **Junior Support Analyst** *Are you seeking to build your career and work as a Junior Support Analyst at a leading Technology sector company? Join us!* Thomson Reuters combines human expertise, technology, and intelligence to deliver trusted answers that help professionals make confident decisions and better manage their businesses. We help professionals reinvent how they work; our team of specialists brings together information, innovation, and insight to unravel complex situations in Tax, International Trade, Accounting, and Legal markets, supporting our clients in decision-making. **About the Role** In this opportunity, as a Junior Support Analyst, you will: * Provide customer support via ticketing system and telephone to clarify functional/technical questions related to the product. * Perform error simulations related to the supported system in the internal test environment to reproduce the same incident reported by the customer. * Continuously monitor tickets to understand incidents with a focus on resolution. * When necessary, perform remote access or contact the customer by phone to identify the root cause of the incident when it cannot be reproduced in the internal test environment. * Submit internal requests to the Development Team for correction of identified incidents. * Classify tickets by identifying the root cause of incidents. * Manage multiple tasks simultaneously. * Contribute to the knowledge base by creating FAQs. * Work toward defined goals and performance tracking. **About You** You are a good fit for the Junior Support Analyst role if you possess the following required qualifications: * Degree in Technology-related fields such as Information Systems, Systems Analysis and Development, or similar. * Experience in Software Support (B2B); * Knowledge of Oracle or SQL databases. Other preferred qualifications include: * Experience in generating tax obligations, reconciliations, and/or experience with tax/financial or accounting software solutions. * Knowledge of state and/or federal tax obligations and ancillary requirements. #LI-RB1 **What We Offer** * **Hybrid Work Model:** We adopt a flexible hybrid workplace model (2–3 days per week in the office, depending on the role) for office-based roles, ensuring an integrated and consistent experience both digitally and in person. * **Flexibility and Work-Life Balance:** "Flex My Way" is a set of policies designed to facilitate the management of personal and professional responsibilities—whether caring for family, participating in community activities, or dedicating time to rest and personal renewal. These policies are grounded in our flexible work approach, enabling employees to work from anywhere for up to 8 weeks per year, thus promoting an ideal balance between work and personal commitments. * **Professional Development and Growth:** We foster a culture of continuous learning and skill development, preparing our talent to tackle future challenges and deliver real-world solutions. Our "Grow My Way" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. * **Competitive Industry Benefits:** We offer comprehensive benefit plans including medical and dental coverage, two corporate mental health holidays, performance incentive programs, and resources supporting mental, physical, and financial well-being. * **Culture:** Globally recognized for inclusion and belonging, flexibility, and work-life balance. We live our values: obsession with our customers, competing to win, challenging (your and our) thinking, acting fast and learning fast, and being stronger together. * **Social Impact:** Make an impact in your community through our Social Impact Institute. We provide all employees with two paid volunteer days annually and opportunities to engage in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. * **Making a Real Impact in the World:** We are one of the few global companies helping our customers pursue justice, truth, and transparency. By working alongside the professionals and institutions we serve, we contribute to sustaining the rule of law, fostering commerce, detecting offenders, reporting facts, and delivering reliable, impartial information to people worldwide. **Who We Are** Thomson Reuters lights the way forward by bringing together trusted content and the technology people and organizations need to make the right decisions. We serve professionals in legal, tax, accounting, compliance, government, and media sectors. Our products combine highly specialized software and information to empower professionals with the data, intelligence, and solutions needed to make informed decisions and help institutions pursue justice, truth, and transparency. The Reuters News Agency, part of Thomson Reuters, is a world leader in journalism and trusted news. We rely on the talent of 26,000 employees across more than 70 countries, where everyone has the opportunity to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we remain committed to pursuing them. Interested? Join our team and help shape the industries driving societal progress. As a global company, we rely on the unique knowledge, perspectives, and experiences of all our employees to achieve our business objectives. To ensure we can do so, we seek talented and qualified employees across all our global operations, regardless of race, color, sex/gender—including pregnancy—gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, or any other classification protected by applicable law. Additionally, we provide accommodations for individuals with disabilities and for those with sincerely held religious beliefs, in accordance with applicable law. You can find more information about how to request an accommodation here. Learn how to protect yourself from fraudulent job postings here. For more information about Thomson Reuters, visit our website at thomsonreuters.com