.Time left to apply: End Date: November 30, 2024 (3 days left to apply)Job requisition ID: JREQ182646Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!The ideal candidate possesses excellent communication skills, a strong technical background, and a passion for helping others. They will be responsible for providing technical support, diagnosing issues, and escalating more complex problems to higher-level support.About the RoleIn this opportunity as a Support Engineer, you will be responsible to:Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.Escalate unresolved issues to the appropriate internal teams (L2/L3 Support) with detailed documentation.Maintain a detailed report of interactions, problems, and solutions in ServiceNow.Assist in the creation and maintenance of knowledge base articles and FAQs.Collaborate with team members to improve customer support processes and overall service quality.Adhere to established service level agreements (SLAs) and performance metrics.Participate in training sessions to stay updated on new products, technologies, and support best practices.About YouYou're a fit for the role if your background includes:Proven experience as a support engineer or in a customer service role.Familiarity with cloud computing, experience with network and database troubleshooting.Excellent communication skills, both written and verbal.Strong problem-solving skills and the ability to think analytically.Ability to work independently and as part of a team.Strong organizational skills and the ability to manage multiple tasks simultaneously.Customer-oriented and patient demeanor.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: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.Wellbeing: Comprehensive benefit plans; flexible and supportivebenefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement and employeeincentive programs; resources for mental, physical, and financial wellbeing.Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking