Praca w Gdańsku i okolicach: Junior Application Support Analyst

Junior Application Support Analyst
ref. no: JREQ145718
Job Description

We have an exciting opportunity for upcoming (2021) or recent Technology Graduates to start their careers as a Junior Application Support Analyst in Thomson Reuters.

Upon joining our business, you will undergo an intensive product and technology training bootcamp. You will also have the opportunity to work alongside and learn from our high performing teams of technology professionals.

About the Team

We are establishing a new Application Support Team based in Gdańsk that will focus on providing a quality application support service to customers of Thomson Reuters Elite.

Thomson Reuters Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Elite is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients.

This team will be providing support across the following solutions:

  • eBillingHub (electronic billing solution)

  • 3E (Enterprise Business Management solution) including Paperless Proforma (pre-bill distribution and mark-up solution) and 3E Templates (document automation solution)

The team will provide support to primarily North America customers as well as EMEA customers.

These positions will operate on the following shift pattern (Monday to Friday): 10:00 to 18:00 (Polish Time)

About the Role

The Application Support Analyst role is the primary technical service contact assisting customers to effectively utilize our software solutions therefore meeting their firm’s business objectives.

Primary Responsibilities:

  • Successfully work through and solve high complexity tickets by interpreting the needs of the customer, determining the solution to the problem and assessing any downstream impact

  • Manage a high volume ticket queue accurately and effectively

  • Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken

  • Use internal resources as needed and escalate issues to technical team lead or manager

  • Interact with colleagues to resolve customer issues effectively and timely

  • Participate in team meetings and contribute suggestions and solutions to increase effectiveness

  • Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution

About You

To be our Junior Application Support Analyst, you will:

  • Be an upcoming (2021) or recent Graduate with a Technology-related Degree

  • Have a passion for Technology and a genuine interest in pursuing a career in Application Support / Customer Support

  • Have an excellent level of English (C1 or C2 level)

  • Have a willingness to learn new skills relevant to the job

  • Have troubleshooting skills and an enjoyment for solving complex problems

  • Have the ability to multi-task and establish priorities

  • Have excellent organizational, time management, written and verbal communication skills

You will be even more competitive if you have:

  • Any prior work experience in Technology Support and/or Customer Services roles (i.e. Internships)

  • A basic knowledge or understanding of SQL Scripting and XML

What's in it for you?

  • Casual and diverse office environment where colleagues come from over 30 countries

  • Competitive salary

  • Flexibility and home-office opportunities

  • Two additional days off for voluntary jobs

  • Wellbeing scheme including private healthcare, pension, Multisport card and more

  • High standards of ethics in the workplace

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 


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.

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