Product Support Consultant

What is the primary purpose of this role? How does it contribute to the achievement of overall

business objectives?

• To assist customers in using Thomson Reuters products by recommending search strategies that tailor to the customer’s specific research needs, while adding value to the customer experience by promoting products and identifying sales and training opportunities.
• Ensure each customer interaction is consistent with the Thomson Reuters brand to maintain customer satisfaction and retention

About the Role:

• Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships
• Assist with management of Knowledgebase content, including time-sensitive quality review and feedback to team members
• Fulfil product lead responsibilities by reading call logs, creating documentation, and/or training team members
• Assist team members with client questions related to Team’s supported Product(s) and system related issues            
• Work closely with training and instructional designers to build and evolve training materials
• Lead Mock-Call sessions with new and existing team members to build call management proficiency on need basis
• Identify gaps/process changes needed and implement changes
• Collaboration with Training and Workforce Management
• Create product specific feedback reports for various product development team
• Assist management with recruiting activities such as, attend career fairs and job shadowing, as necessary
• Deliver Refresher training both internally and externally when needed
• Assist Sales Team with Support inquiries on a need basis
• Voice of Customer collaboration

• Sound product Knowledge.
• Critical thinking and problem-solving skills in a service environment.
• A strong understanding of tools and applications.
• Ability to interpret and analyse customer inquiries.
• Apply complex search techniques to get desired results.
• Active listening skills to be used to interpret a customer's inquiry.
• The ability to deal with people at all levels in a professional manner under all circumstances.

#LI-KP2

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 (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

  
  

• 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.

  
  

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.