Arabic Language - Product Support Specialist

Job Description

Job Summary:

You are responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests. In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. You will receive minimal direction on routine and general problem solving issues.

Job Responsibilities include:

• Provide first line support for customer service requests logged either through the ONESOURCE Indirect Tax Support Network or through the toll free customer hot line. Support includes
• Researching initial request
• Confirming expectations with the customer
• Resolving requests using existing knowledge base, historical records and/or own experience.
• Follow established escalation procedures to assign request to appropriate level as required.
• Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request.
• Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.
• Evaluate existing customer support plans and procedures. Update as required.
• Assist with other technical and analytical projects as assigned.
• Convey customer feedback to product management and executive staff.
• Maintain a working relationship with all departments
• Translating OS and Applications specifications and documentations into Arabic.
  · Writing test cases (Arabic and English) for desktop and windows store applications.
  · Taking team huddles and communicating with clients.
  · Analyzing, validating and verifying issues (bugs).
  · Arabic Localization Testing Microsoft Operating Systems (Windows 7, Win8, Win 8.1, and Windows 10).
  · Compatibility testing between applications and operating systems.
  · Reviewing the test cases and automating the test cycle process.
  · Reporting bugs on apps Compatibility, functionality, localization etc.
  · Achieving test execution productivity, defecting management as per process and timely releasing of test dashboard.
  · Quality interaction with clients and timely responding to client, preparing traceability matrix.
  · Make sure that test environment is ready for the test execution with the application and other required software’s. Preparing the machine with the test environment of the current build and make it ready for Testing.

Qualifications:

• Bachelor's degree in business, information systems or computer science.
• Oral fluency in Arabic language - mandatory
• Ability to learn new technologies quickly.
• Experience with relational databases desired, not required.
• Experience with Application Servers desired, not required.
• Experience determining and developing requirements for enterprise financial solutions desired, not required.
• Good project management skills and experience
• Ability to manage multiple priorities (adept at multi-tasking)
• Commitment to detail and follow through
• Strong interpersonal communication and customer interaction skills
• Must be creative, innovative and flexible with the ability to work in a matrixed environment.
• Detailed understanding of general business and management practices is highly desired
• PC and related software applications.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit thomsonreuters.com/careers .
More information about Thomson Reuters can be found on thomsonreuters.com .