We are looking to establish a new Customer Support Team based in Gdańsk that will focus on providing a quality product support service to customers of Confirmation, part of Thomson Reuters.
Confirmation, now part of Thomson Reuters, is the digital platform and global network trusted by audit firms, banks, law firms, and credit managers to quickly and securely verify financial data. Confirmation invented electronic confirmations nearly 20 years ago, reshaping the audit confirmation process. Today, Confirmation helps 1.5 million users across 170 countries confirm more than $1 trillion in financial data every year.
The team will provide support to customers globally.
These positions will operate on the following shift pattern (Monday to Friday): 15:00 to 23:00 (Polish Time)
About the Role
The Customer Support Agent will primarily be responsible for guiding our customers through the four-step process from adding a client to initiating a confirmation.
Duties and Responsibilities:
Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries related to all Confirmation products (e.g., application functionality, pricing queries, turnaround time) via phone, email or live chat
Concisely and accurately document support request information in client relationship management system (Salesforce), paying particular attention to problem description, resolution, linking cases to the right contact and follow up action
Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties
Learn to use all available resources and how to test the platform to aid in making recommendations or troubleshooting with our users
Collect and forward feedback to design and development to facilitate continuous product improvement
Promote usage of our public help center to users to encourage self-help on support queries
Appropriately escalate cases to the Advanced Solutions and/or Product teams
Maintain up-to-date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers
Ability to flexible working hours to accommodate busy periods and react with increased productivity
Clean data in the Salesforce system to ensure the accuracy of active users and contacts
Be comfortable making outbound calls to chase banks, reach out to users if clarification is needed or assist the Operations team validating new users
Help support team achieve their performance key metrics through queue management and excellent customer service
About You
Essential Skills & Experience
1 year of prior call centre or customer service experience
Fluent written and verbal communication skills in English
Comfortable with computer technology and learning new applications
Proficient with Microsoft Word, Excel, Outlook
Strong customer service & people skills
Problem solving & attention to detail
Work as part of a team & individually
Able to switch between phone, email, chat and other tasks
Ability to work in a dynamic, fast-paced environment
Self-motivated, quick and intuitive learner
Desired Skills & Experience
Omni-channel Salesforce experience a plus
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-AB1
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.
