Senior Solutions Engineer

2 weeks ago

Eagan, Minnesota, United States Thomson Reuters Full time
About the Role

The Senior Solutions Engineer is a critical member of our Client Satisfaction team, responsible for providing exceptional support to our case management solution customers. As a subject matter expert, you will serve as an escalation point for queries that cannot be solved by the first level, providing direct telephone support to customers when required.

Key Responsibilities:

  • Serve as an escalation point for queries that cannot be solved by the first level
  • Provide direct telephone support to customers when required
  • Analyze and use judgment in recommending methods and techniques for obtaining solutions
  • Demonstrate the ability to work independently as well as in a team environment
  • Maintain existing content to ensure it is up to date and maintained in a timely manner
  • Serve, along with the Client Satisfaction Manager, as a conduit between the operations community (internal customers) and the software development team
  • Complete tasks with the input from Client Satisfaction Manager
  • Work is project-oriented and day-to-day tasks must be defined by the employee with guidance from the Client Satisfaction Manager.
  • Understand corporate goals and practices and apply them when resolving a variety of problems.
  • Make a commitment to ensure that customer needs are met by taking personal responsibility for service and quality
  • Process customer inquiries and reported issues, responding to them through written or telephone communications.
  • Develop and maintain positive customer relationships. Ensure the company is represented in every customer contact in a manner consistent with the Thomson Reuters brand.

About You:

You're a fit for the role of Senior Solutions Engineer if your background includes:

  • Bachelor's Degree in Management Information Systems, Computer Science, Business, or related field required
  • 3+ years' experience in a related field
  • Strong working knowledge of the Microsoft Office Product Suite
  • Strong Customer service skills
  • Must have excellent written and verbal communication skills
  • Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets
  • Provide feedback to Client Satisfaction Manager on common customer concerns and ideas for resolution
  • Analytical, troubleshooting and decision-making skills.
  • Basic project management skills
  • Proven experience with the full software development lifecycle from planning to implementation and maintenance.
  • Must be quality focused, organized and deadline oriented.
  • Must possess the ability to understand, articulate technical requirements, processes and translate that information into technical documentation.
  • Must have the ability to work well in a fast-paced professional environment.
  • Experience with or understanding of judicial/court process a plus.
  • Ability to interact professionally with a diverse group, including executives, managers, customers, and subject matter experts and to facilitate consensus.
  • Flexible working hours within the boundaries of an 8 hour work day
  • Travel may be required (10%).

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