Customer Support Representative

Thomson Reuters is the leading source of intelligent information for the world’s businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world’s most trusted news organization.
We are looking for our next Customer Support Representative to work as part of our technical support team. The ideal person will have a customer centric approach and have a background in delivering exceptional customer service. This opportunity will see you provide first line of support to Thomson Reuters' customers.
About the Role
In this opportunity as Customer Support Representative, you will:
Answering phone calls, emails and processing web forms in a timely manner, adhering to the Service Level Agreements (SLA)
Logging, tracking, updating, and resolving all service requests from customers in the service management system.
Provide customers with an exceptional service experience.
Deal with complex, specialized issues. Training will be provided.
Resolve as many requests as possible on “first contact”.
Provide proactive and timely progress and status updates to clients.
Contribute to a positive business relationship with customers.
Act as a subject matter expert (SME) on our products.
About You
You’re a fit for the role of Customer Support Representative if your background includes:
Prior experience in a customer service role.
Strong technical skills – advanced level of computer use with the ability to troubleshoot basic issues related to program installations, browser use and settings, network connectivity.
High standard of written and communication skills.
Good numerical and problem-solving skills.
Ability to work with minimal direct supervision.
Well-developed verbal and written communication skills
Passionate about exceeding personal and team goals.
Able to build trust and show integrity.
Be courageous by being accountable, proactive, and innovative.
Show care by listening carefully, seeking feedback and being customer service driven.
Ability to solve problems by being collaborative, creative, and analytical.
Contribute to a vibrant environment by being energetic, enthusiastic, and engaged in everything you do.
Ability to adapt in a changing environment.
What’s in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Nine 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.
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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 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 exciting? Join us and help shape the industries that move society forward.
Accessibility
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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