Product Support Specialist

TRSS transforms risk into insight in support of our client's critical missions by seamlessly combining data, technology, and expert analysis. TRSS does not deliver ordinary. We have a proven record as a reliable partner for our clients, consistently delivering high-quality data and insights to support dynamic missions. From our executives to our subject matter experts, TRSS cultivates a culture of excellence grounded in comprehensive research, rigorous analysis, and seamless delivery of our findings. We believe no one does it better than TRSS, and we come to work each day ready to prove it.

As a Support Specialist, you will support internal and client-facing operational programs. As part of this role you will perform general client service and product training activities. Handle client inquiries via phone, email, chat, and in-person. Provide support in an efficient, courteous, professional manner.

About the Role:

In this opportunity as a Product Support Specialist, you will:

• Design, develop, implement and maintain training and support materials for clients and colleagues
• Perform new employee introductory product training sessions
• Provide product and contract support to clients and colleagues
• Create and maintain product accounts and credentials for new and existing clients
• Maintain log of support issues so that recurring problems can be reported to product development
• Gather and provide feedback to Product team to help drive continued product enhancements
• Solve complex issues that may involve interpreting the needs of the client, determining the solution to the problem and assessing any downstream impact
• Assist new team members in learning the processes and procedures required to deliver excellent support
• Ensure each client contract is handled in a manner consistent with the TRSS brand and values to maintain client satisfaction and retention
• May include some other support and training duties

About You

You are a fit for the role of Product Support Specialist if your background includes

• U.S. Citizen
• 1 to 3 years of previous support experience. Previous training experience preferred but not required
• Ability to obtain U.S. Security Clearance.
• Critical thinking and problem solving skills in a service environment
• The ability to deal with people at all levels in a professional manner under all circumstances
• The ability to exercise positive verbal and written communication skills to elicit a quick response on behalf of the client
• Active listening skills to be used to interpret a client's inquiry and to diffuse a potentially tense client situation
• Ability to clearly articulate complex problems and solutions
• The ability to handle a heavy and challenging workload in a fast-paced environment
• Must be able to travel to client locations and company meetings

What's in it For You?

At Thomson Reuters Special Services, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

• Our Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; 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: Environment that encourages continuous learning and development
• Social Impact: Six employee-driven Employee Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
• Compensation: Competitive salary and bonus component with market-leading benefits

ABOUT THOMSON REUTERS SPECIAL SERVICES

TRSS is a wholly US-owned, independent subsidiary of Thomson Reuters. Our analysts combine open source research with the full suite of proprietary Thomson Reuters data holdings to deliver actionable intelligence to our clients.

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise, and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science, and media markets, powered by the world's most trusted news organization.

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 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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

COVID-19 Vaccination Status Information Requirement (US employees only):

Thomson Reuters is committed to ensuring the continued safety of our employees in regards to Covid-19. While vaccination is not required for consideration or employment at this time, to inform our site planning and policies, we require all Thomson Reuters employees to verify their vaccination status upon starting with the Company.

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 https://thomsonreuters.com.