Product Support Associate

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Thomson Reuters Foundation



Product Support Associate 2

Position description

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*

We have an exciting opportunity at Thomson Reuters as a Product Support Associate – 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 a Team of application support based in Gdansk that focuses on providing a quality service to customers of Thomson Reuters ONESOURCE and DIGITA suites.

Thomson Reuters ONESOURCE and DIGITA suites 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.

The team will provide support to primarily EMEA based customers with a big focus on UK market.

These positions will operate in an 8-hour long shift pattern (Monday to Friday) with some scheduling flexibility between 9:00 to 18:30 (Poland Time).

About the Role

The Product Support Associate 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 queries raised by our customers during their use of our applications, responding to customer by phone, e-mail or case comments.
• Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
• Interact with colleagues to resolve customer issues effectively and timely.
• Use internal resources as needed and escalate issues to Technical Team Lead or Manager.
• Maintain up to date product knowledge of all supported products.
• Maintain correct contact details for our client base on our internal systems.
• Ensure common queries have a Knowledge Base Article.

Qualifications

You’re a fit for the role of Product Support Associate if your background includes:

• An excellent level of English (C1 or C2 level).
• Problem solving skills.
• Strong customer service/people skills.
• Able to work as part of a Team.

Desired (not required) Skills

• Tax/Accounting/Audit background.
• XML basic skills.
• Good software navigation skills.

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: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
• 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: company-wide Mental Health Day Off; 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: Eight 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.
 

Application instructions

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