.**Application Support Analyst**Are you ready to work with high profile customers, technical support, and product development teams to bring deep knowledge and excellence in customer service for our IDT operation, having high service capabilities and technical expertise?**About the Role**In this opportunity as an **Application Support Analyst**, you will be responsible to:Purpose of this role is act as product specialist for IDT, having an excellent technical background and IDT knowledge at the different instances (Determination, Integration) to provide some assistance to the IDT agents with difficult cases and be self- driven on the assigned tasks- Interface with product support groups and development groups.- Provide first level support for problem resolution, including reproduction of customer issues.- Escalate major, elusive or recurrent issues that affect customer satisfaction.- Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database- Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.- Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.G. technology, product development, etc.) as appropriate.- Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.- Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.- May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line