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eDiscovery Technical Support Representative

EaganThomson Reuters


Thomson Reuters is the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. Through its more than 50,000 people across 93 countries, Thomson Reuters delivers this must-have insight to the financial, legal, tax and accounting, scientific, healthcare and media markets, and is powered by the world's most trusted news organization. More information about Thomson Reuters and its financial performance can be found on <>
The eDiscovery Technical Support Representative is responsible for managing multiple aspects of specific client matters, from diagnosing technical issues to implementation of software. The eDiscovery Technical Support Representative will be a key member in our Legal Managed Services Technical Services team and will support multiple products within the Westlaw CaseLogistix product family and eDiscovery Point. He/she will develop relationships with customers by utilizing excellent communication skills and a high degree of professionalism.

Under general supervision is responsible for providing technical support for products and services provided by Thomson Reuters or their contracted partners. Serves as a recognized expert within the company having extensive knowledge and experience.

  • Responds to technical inquiries and problem reports received through the Call Center systems or submitted directly from other Thomson West departments. 
  • Provides responses to technical inquiries. May involve training a customer on compatibility, operation, installation, and parameter configuration issues, or simply explaining the scope of a service or product. 
  • Troubleshoots, identifies and resolves complex problems using vendor documentation, scripts, and extensive knowledge and/or experience. 
  • Helps callers deploy solutions and verify that problems are resolved. This may involve remotely connecting to the caller’s computer to assist them or take control of the system to fix it at a distance.
  • Maintains and tracks all issues in call tracking systems. 
  • Help document new FAQs, and technical tip materials. Also contributes to Knowledge bases.
  • Other duties as required.
Knowledge and Skills
  • IT-related background.
  • Solid understanding of PCs, both hardware and software, and Windows.
  • Excellent communication and client interface skills (verbal and written).
  • Technical writing experience.
  • Good organizational skills.
  • Problem solver with proven analytical skills.
  • Technically savvy with a strong proficiency in Microsoft Windows and related software, especially Microsoft Office applications (Outlook®, Word, Excel®, PowerPoint®, etc.).
  • Ability to work independently in a fast-paced, multi-tasking environment.
  • Ability to work effectively as part of a team and support the team’s goals above individual goals.
  • Ability to take initiative and understand tasks quickly with minimal supervision.
  • Ability to follow instructions thoroughly while paying attention to detail.
  • Knowledge of any document review management application like Westlaw CaseLogistix, Ringtail Legal, Concordance, Summation, IPRO or Relativity.
  • Litigation support experience.
  • Professional demeanor.
  • ACEDs certification is a plus.
  • Bi-Lingual expertise is a plus.
  • SQL Server experience is a plus
Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.



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