Product Support Specialist, Thomson Reuters
Legal Tracker
2-3 days a week in office (Canada Square, London)
Financial news and financial data provider
Be an early applicant
Financial news and financial data provider
1001+ employees
Be an early applicant
2-3 days a week in office (Canada Square, London)
1001+ employees
Company mission
To help professionals advance their businesses and gain competitive advantage with the trusted answers only we can provide.
Role
Who you are
- The ideal candidate is a problem solver who is motivated by customer success
- Knowledge of legal processes, terms, and industry
- Familiarity and comfort with technology and databases to develop an “expert” level understanding of the product offerings and subject matter
- Ability to handle and identify priorities for multiple projects at the same time (Product Support Specialists manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships)
- Ability to communicate information clearly in writing and over the phone
- Ability to handle support issues with tact and diplomacy
- Problem-solving skills
- Modify practices and procedures to meet individual customer situations, suggesting workarounds as needed
- Ability to work in an office setting and participate in a knowledge share with team
- Minimum of two years of experience working in the legal field, customer support or account management is required
- Experience in working with computer systems/databases preferred
- Bachelor of arts degree required
- Juris Doctorate preferred
What the job involves
- 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
- 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
Application process
- The successful candidate will need to go through UK Security Clearance as a part of the job
Salary benchmarks
Our take
Thomson Reuters is reinventing the way professionals work. The multinational media conglomerate provides answers that help professionals make better decisions to run smarter businesses. It targets those in complicated sectors that move society forward; tax, law, compliance, government, and media.
Founded over 165 years ago, the company is now powered by thousands of international journalists. This bandwidth guarantees speed, impartiality, and insight that have helped Thomson Reuters retain its position a market leader. To stay competitive with companies founded in the digital era, Thomson Reuters places emphasis on helping clients reinvent themselves for the newly disruptive digital age.
As well as investing in the coverage of growth markets India and China, and embarking on a number of fintech acquisitions, Thomson Reuters announced an expansion of its long-term partnership with the London Stock Exchange Group in 2023. Together, they plan to enhance the value of financial and market news services to LSEG customers, whilst delivering a superior experience to professionals around the world.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Company benefits
- Global careers
- Flexibility
- Work that matters
- Employee appreciation & recognition
- 2 paid volunteer days
- Learning and development
- Parental leave
- Social events and activities
- 2 mental health days off
Company values
- Trust
- Partnership
- Innovation
- Performance
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
Steve Hasker
(President & CEO, not founder)Previously served as Senior Advisor for TPG, CEO for Creative Artists Agency, Global President & Chief Operating Office for Nielsen, and as a Partner for McKinsey & Company.
Diversity, Equity & Inclusion at Thomson Reuters
- The diversity of our talents, ideas and experiences is our true strength. That's why we foster an inclusive workplace where all employees are valued and have the opportunity to reach their full potential
- To drive innovation and deliver competitive advantage, we embrace diversity of thought, style, experience, culture, race, color, gender, national origin, religion, gender identity and expression, sexual orientation, disability, age, marital status. citizen status and veteran status
- In 2020, we announced a commitment to reaching a minimum of 45% female representation in senior leadership roles, globally, by the end 2022
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