Are you passionate about the chance to bring your product experience to a world class organization that is leading the way in both content and technology to serve and protect our citizens home and abroad? Do you have the skills necessary to provide internal and customer facing support and training for a suite of products? Then Thomson Reuters Special Services (TRSS) is looking for you!
About the Role
As a Sr Product Support Specialist, you will be responsible for supporting internal and client-facing operational programs. As part of this role you will perform general client service and product training activities; handles client inquiries; and provides support in an efficient, courteous, professional manner. As the Product Support Specialist, you will also:
- Design, develop, implement and maintain training and support materials for clients and colleagues
- Perform new employee introductory product training sessions
- Provide product and contract support to clients and colleagues
- Create and maintain product accounts and credentials for new and existing clients
- Maintain log of support issues so that recurring problems can be reported to product development
- Gather and provide feedback to Product team to help drive continued product enhancements
- Solve complex issues that may involve interpreting the needs of the client, determining the solution to the problem and assessing any downstream impact
- Assist new team members in learning the processes and procedures required to deliver excellent support
- Ensure each client contract is handled in a manner consistent with the TRSS brand and values to maintain client satisfaction and retention
About You
You’re a good fit for the role of Product Support Specialist if you have:
- Minimum 6 years of support experience
- Excellent communication and relationship management skills with ability to adapt to style of audience
- Willingness and skill to become a product expert
- Ability to achieve results with broad performance guidelines
- Ability to handle a variety of activities simultaneously and to adapt to often changing priorities in accordance with organizational needs
- Ability to devote high levels of effort and to work under tight deadlines
- Ability to obtain and maintain a U.S. national security clearance
- U.S. Citizenship essential to comply with government contract/agency or department of Federal Government requirements
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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:
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 café 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.
Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $67,200 - $124,800. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
This job posting will close 09/30/2024.
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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More information about Thomson Reuters can be found on https://thomsonreuters.com.
