Product Support Representatives at Confirmation, part of Thomson Reuters, are tasked with gathering the appropriate Authorization and Authentication documentation for all users of the Confirmation application. They ensure that users accessing our platform are appropriately licensed and that their accounts are setup correctly and properly maintained. Agents are required to always conduct themselves in a professional manner and provide accurate, timely, and detailed information about our application to both internal staff and external users.
About the Role
Duties and Responsibilities:
Validating new accounts and users for both requestors and responders through on-line investigative research and direct customer outreach
Analyzes, organizes and prepares the final submission of validation evidence and submits to the supervisor for approval
Reinspecting the professional credentials for active accounts to ensure accurate & secure access to the platform in line with established business practices
Account/Database Maintenance which would include updating settings at both the account and user and can include updating contact information, adding new form types for responders, merges for requestors and other actions as appropriate
Setting up new accounts or departments per Sales team requests, typically for larger and more complicated accounts
Researching, contacting, and removing registrants who have registered incorrectly
Follows documented procedures and utilizes the internet, phone, email, and other subscription-based services to verify user information
Creates and maintains records in both Salesforce and the Confirmation.com platform
Conducts timely follows-up with users and/or internal stakeholders.
All other duties as assigned
Key Relationships
The individual will work closely with cross functional teams such as Sales, Security, Support and the Advanced Solutions teams
Training
Training will be provided
About You
Education, Experience, Essential Skills:
Required 1 year of relevant experience, preferably in a customer service environment
Fluent written and verbal communication skills in English
Comfortable with computer technology and learning new applications
Meticulous online research and investigation skills
Proficient with Microsoft Word, Excel, Outlook
Strong customer service, proofreading and editing skills & people skills
Skilled at research methodologies and critical thinking
Complex problem solving
Superior at noticing the nuances of situations, taking detailed notes and preparing flawless documents
Work as part of a team & individually
Ability to work in a dynamic, fast-paced environment
Self-motivated, quick and intuitive learner with attentive active listening skills
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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