{"@context":"https://schema.org/","@type":"JobPosting","title":"Customer Support Specialist","educationRequirements":{"@type":"EducationalOccupationalCredential","credentialCategory":"bachelor degree"},"experienceRequirements":{"@type":"OccupationalExperienceRequirements","monthsOfExperience":12},"description":"Position Overview

Product Support Specialist acts as front-line support for our global network of users and works hard to provide an excellent experience for the Audit suite of products. Representatives are required to conduct themselves in a professional manner by providing accurate, timely information about Audit to both internal and external users.

About the Role:

In this opportunity as Product Support Specialist, you will:

Act as point of contact for troubleshooting, diagnosis, and escalation of technical support queries related to all Audit products via phone, email or other media types as available.
Resolve all technical and service issues related to all Audit products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.
Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services.
Achieve all department assigned metrics.
Report and escalate issues leading to recurring technical problems.
Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.
Develop or suggest Knowledgebase articles for internal and external users.
Create support documentation for troubleshooting, training, and other areas as needed.
Educate self and colleagues on new releases, test functionality and report on issues found during product releases.
Promote usage of our public help center to users to encourage self-help on support queries.
Ability to flex working hours to accommodate busy periods and react with increased productivity.

About You:

You are fit for the role if your background includes:

Minimum: 2 years' experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
Must be a bachelor's degree holder.
Experience in technical support via phones, chat, emails or in person.
Fluent written and verbal communication skills in English
Strong problem solving, analysis, design, and testing skills.
Quick learner, eager to leverage new technologies in a dynamic team environment.
Commitment to customers.
Proven experience owning issues to resolution.
Demonstrate good time management skills.
Work as part of a team & independently in a dynamic, fast-paced environment.
Preferred to have experience working with Microsoft office suite.
Preferred to have financial services and/or accounting industry experience
Preferred to have experience with tax research software is highly beneficial
Preferred to have technical Support/IT helpdesk experience

What’s 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.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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 the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

Learn more on how to protect yourself from fraudulent job postings here.

More information about Thomson Reuters can be found on thomsonreuters.com.

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