Job Details
Thomson Reuters
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As a Product Support Specialist, you will play a key role in delivering an exceptional customer experience by providing product support and training to Legal Tracker users. You will work as part of a team of legal and technical professionals committed to helping corporate legal departments and law firms maximize the value of the platform.
We are looking for a customer-focused professional with strong problem-solving skills, sound judgment, and a commitment to service excellence.
About the RoleAs a Product Support Specialist, you will:
- Provide high-quality product support to users, primarily via phone and email, including support for complex issues and product functionality
- Deliver user training sessions to support effective onboarding and product adoption
- Investigate, troubleshoot, and test customer-reported issues and product defects
- Accurately document, track, and manage support cases and related activities
- Identify issues requiring escalation and coordinate with the appropriate internal teams
- Advise users on product best practices and optimal system usage
- Collaborate cross-functionally with other Legal Tracker teams to drive customer satisfaction and successful outcomes
- Contribute to customer retention by delivering timely, professional, and solution-oriented support
- Identify opportunities to enhance support, training, and adoption processes, and contribute to continuous improvement initiatives
- Provide feedback and advocate for product enhancements based on customer insights, product expertise, and business needs
To be considered for the role of Product Support Specialist, you will have:
- Fluent written and spoken English
- Minimum 1 year of experience in a call centre, customer service, or support environment
- Ability to manage multiple priorities effectively in a fast-paced setting
- Strong written and verbal communication skills, with the ability to explain information clearly and professionally
- Ability to handle customer issues with tact, diplomacy, and professionalism
- Strong analytical and problem-solving skills
- Familiarity with legal terminology, legal processes, or the legal industry
- Experience working with computer systems, business applications, or databases
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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.
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More information about Thomson Reuters can be found on thomsonreuters.com
We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:
Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country
Who we are Thomson Reuters informs the way forward by delivering trusted content and technology that people and organizations need to make the... Read more