About the Role:
- Respond to customers inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database
- May provide escalation support to junior level staff on complex technical escalations.
- Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
- Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g. technology, product development, etc.) as appropriate.
- Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
- Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.
About You:
- Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g. subscription extension, password release).
- Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs.
- Inform team on product development updates and integration as necessary.
- May act as a subject matter expert.
- May provide work direction to resolve an escalated customer inquiry.
- May coach and developer junior staff on job specific tasks and processes.
- May provide feedback to team managers on specific employee performance or concern.
- May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line.
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Whats in it For You
Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we ve never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals workHow about a team that works every day to create a more transparent, just and inclusive futureAt 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 26,000 employees across more than 70 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 excitingJoin us and help shape the industries that move society forward.
