Do you have an interest in becoming a member of our Client Satisfaction team as a Senior Solutions Engineer serving our case management solution customers? Thomson Reuters Court Management Solutions is the leading provider of enterprise software for trial and appellate courts nationwide. Our C-Track solutions enable courts to efficiently manage caseloads and improve collaboration across justice platforms and transforms courts into modern examples of efficiency and effectiveness. Judges, clerks and IT personnel depend on C-Track for managing their complex workflows; enabling staff to manage increased caseloads with fewer resources. The suite of C-Track products includes case management, electronic filing and document management solutions.
The Senior Solutions Engineer acts as first and second level support within a contact center to support existing customers. This role may include customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. The role serves as subject matter expert for products and/or processes. May include quality monitoring and follow up of customer calls. This is a remote work position.
About the Role:
In this opportunity as Senior Solutions Engineer , you will:
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%).