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Product Support Associate

Product Support Associate
Gdańsk
ref. no: JREQ148727

We have an exciting opportunity for upcoming (2021) or recent Graduates to start their careers as a Product Support Associate in Thomson Reuters within a role that blends technology with tax and accounting.

Upon joining our business, you will undergo an intensive product training bootcamp. You will also have the opportunity to work alongside and learn from a variety of teams within the business.

About the Team

We are establishing a new Product Support Team based in Gdańsk that will focus on providing a quality product support service to customers of Thomson Reuters Digita and Thomson Reuters ONESOURCE.

Thomson Reuters Digita and Thomson Reuters ONESOURCE are tax and accounting compliance software solutions that enable professional firms and corporate organizations to remain compliant with tax and accounting requirements. Our software solutions help our customers achieve increased automation and accuracy within their workflows, while maximizing efficiencies within their organisations. Thomson Reuters Digita is focused on supporting professional firms within the UK, while Thomson Reuters ONESOURCE is a global solution.

This team will be providing support across the following solutions:

  • Digita Accounts Production Advanced

  • Digita Company Secretarial

  • ONESOURCE Statutory Reporting

The team will provide support to primarily UK and EMEA based customers.

These positions will operate on the following shift pattern (Monday to Friday): 10:00 to 18:00 (Polish Time)

About the Role

The Product Support Analyst role sits within our front-line technical support organisation, which is tasked with assisting customers to successfully utilize our software solutions therefore meeting their firm’s business objectives.

Primary Responsibilities:

  • Responding to and solving complex queries raised by our customers during their user of our applications, responding to customer by phone, email, case comments, or chat.

  • Use internal resources as needed and escalate issues to technical team lead or manager

  • Maintain up to date product knowledge of all supported products to facilitate the continued provision of quality application support to our customers

  • Maintain correct contact details for our client base on our internal systems

  • Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties

  • Interact with colleagues to resolve customer issues effectively and timely

  • Participate in team meetings and contribute suggestions and solutions to help contribute to improvements in our customers experience with Thomson Reuters

About You

To be our Product Support Associate, you will:

  • Be an upcoming (2021) or recent Graduate with a passion for Technology and a genuine interest in pursuing a career in Product / Customer Support

  • Have an excellent level of English (C1 or C2 level)

  • Have a real enjoyment for problem solving

  • Have excellent organizational, time management, written and verbal communication skills

You will be even more competitive if you have:

  • Any prior work experience in Customer Services or Tax and Accounting roles (i.e. Internships)

  • A basic knowledge or understanding of accounting concepts (i.e. double-entry bookkeeping)

What's in it for you?

  • Casual and diverse office environment where colleagues come from over 30 countries

  • Competitive salary

  • Flexibility and home-office opportunities

  • Two additional days off for voluntary jobs

  • Wellbeing scheme including private healthcare, pension, Multisport card and more

  • High standards of ethics in the workplace

#LI-OR1

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 25,000 employees across more than 75 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 thomsonreuters.com.

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