Lead Technical Support Representative

The Thomson Corporation is a leading global provider of integrated information solutions to business and professional customers.

Thomson provides value-added information, with software tools and applications that help its customers make better decisions, faster. We serve more than 20 million information users in the fields of law, tax, accounting, higher education, reference information, corporate e-learning and assessment, financial services, scientific research and healthcare.

The Corporation's common shares are listed on the New York and Toronto stock exchanges (NYSE: TOC; TSX: TOC).

 

Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, appreciation and respect for diversity, entrepreneurial spirit and, at all times, the highest ethical standards.  These values represent the behavior each employee is expected to exhibit in their role.  In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.

 

The Thomson Corporation is proud to be an Equal Employment Opportunity/Affirmative Action Employer.

 

As a Lead Technical Support Representative, you will supervise a technical support group that assists internal and external clients with technical support issues related to GoFileRoom, the leading web-based document management solution for Accounting/CPA firms.

 



Responsibilities will include:

 

Lead a technical support team consisting of 5-7 technical support reps.

Serve GoFileRoom customers with technical questions.

Ability to troubleshoot and diagnose technical issues with software, workstations or internet communications.

Configuring software for new client implementations.

Performing training sessions for employees.

Remote installation of software.

Initiate and manage Help Desk projects to improve customer service and efficiency of group.


Qualifications

 

Technical Job Requirements:

 

Bachelor?s degree in Business or a technical MIS curriculum.

Knowledge of Windows 2000 and XP.

Strong PC & Internet skills. (scanner hardware knowledge a plus).

Basic TCP/IP knowledge.

Experienced with the following applications ? Adobe Acrobat, Microsoft Office, and Internet Explorer.

 



Non-Technical Job Requirements:

 

Experience in leading a technical support group with 3-5 support reps.

Strong organizational skills a must.

Ability to provide comprehensive and accurate analysis.

Experience with a Help Desk management system for incident reporting and tracking.

Professional telephone and e-mail manner.

A strong desire to assist others.

Ability to work well in a team environment.

Eagerness to learn quickly and assume responsibility.

 

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