Product Support Associate

Thomson Reuters is a global leader in providing essential information to the world's businesses and professionals in Law, Financial Services, Tax & Accounting, Media, Healthcare and Scientific Research. With our deep expertise and understanding of these professions, we are able to offer our customers a broad range of innovative products and services. The relevant, insightful information and intuitive supporting systems we provide enable our customers to be successful. Thomson Reuters has operations in 93 countries around the globe. More information about Thomson Reuters and its financial performance can be found on www.ThomsonReuters.com.   The Healthcare business of Thomson Reuters provides insights -- information, benchmarks and analysis -- that enable organizations to manage costs, improve performance and enhance the quality of healthcare. The training program includes the following components: attending classroom training, participating in internal training meetings and discussions, completing case studies, presenting product knowledge, participating in role plays, assisting in taking phone calls and taking a written quiz.  Training includes products and services, processes and procedures and troubleshooting skills.  After successfully completing the training program, the Product Support Associate works directly with clients (both internal and external) to provide problem resolution, training and solicit input for improving current processes. Must demonstrate the ability to troubleshoot client issues on internet and software products.  The Product Support Associate keeps up-to-date on new developments of the products, attends ongoing training, thoroughly troubleshoots client issues, and documents issues. Become proficient in all aspects of Product Support operations. Client interface includes Product Support's support on Thomson Healthcare products, software/data installation and follow up. Works to ensure superior service through detailed record keeping for client issues and resolutions in the Thomson Healthcare CRM. Works with other team members to facilitate client issue resolution. Responds to all client inquiries via telephone, email, voice-mail or web-entry in a timely manner. Keeps Product Support Specialist appraised of ongoing problems. Maintain an up-to-date knowledge of applications supported and familiarity with bugs/issues on those applications.    Requires a four-year degree in Business, Healthcare or computer related field or related experience.  Two years experience in a healthcare field or phone support is required.  Strong communication skills, good knowledge of Excel, Word and other MS products are needed.  Must have strong analytical skills. Must have the ability to learn new software and data applications. Has Full Access to PHI.   Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer.   According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the fiscal year 2008 (October 1, 2007-September 30, 2008) and for the fiscal year 2009 (October 1, 2008 - September 30, 2009). Company: Thomson Reuters Location: Evanston, IL 60201 Job Status Full Time, Employee Job Category: Customer Support/Client Care Career Level: Entry Level