Job Description
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 Thomson Reuters Legal Tracker - the corporate legal industry's most widely used software for managing e-billing, matter management, and performance analytics.
The team will provide support primarily to our customers in EMEA.
About the Role
Product Support Specialists provide ongoing product support and training to Legal Tracker users. The support team is a group of legal and technical professionals dedicated to providing expert level product support to corporate legal departments and law firms. The ideal candidate is a problem solver who is motivated by customer success.
Responsibilities:
-
Provide support, primarily via phone and email, to product users (often involving complex issues and functionality)
-
Conduct user training sessions
-
Troubleshoot and test customer-reported product defects and issues
-
Track and manage support activities
-
Identify and escalate issues to appropriate internal personnel
-
Advise users on best-practices
-
Work cross-functionally with other Legal Tracker teams to ensure customer satisfaction
-
Ensure customer retention and satisfaction
-
Identify process opportunities, and develop and improve processes for trainings, support, and usage/adoption
-
Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needs
About You
Essential Skills & Experience:
-
Fluent written and verbal communication skills in German
-
Fluent written and verbal communication skills in English
-
1 year of prior call centre or customer service experience
-
Ability to handle and identify priorities for multiple projects at the same time
-
Ability to communicate information clearly in writing and over the phone
-
Ability to handle support issues with tact and diplomacy
-
Problem-solving skills
Desired Skills & Experience
-
Knowledge of legal processes, terms, and industry
-
Experience working with computer systems/databases
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.
Protect yourself from fraudulent job postings click here to know more.
More information about Thomson Reuters can be found on https://thomsonreuters.com.
Locations
Gdańsk-Poland