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Japanese / Arabic / German Speaker - Product Support Representative

Thomson Reuters Customer Service & Support 3/24/2018 4:32:45 AM Hyderabad, India
Job Description

Job Summary:

You are responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests.
In addition to responding to support incidents logged by customers and ensuring
proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is
required in resolving problems and making routine recommendations. You will
receive minimal direction on routine and general problem solving issues.

Job Responsibilities include:

  • Provide first line support for customer service requests logged either
  • through the ONESOURCE Indirect Tax Support Network or through the
  • toll free customer hot line. Support includes
  • Researching initial request
  • Confirming expectations with the customer
  • Resolving requests using existing knowledge base, historical records
  • and/or own experience.
  • Follow established escalation procedures to assign request to appropriate
  • level as required.
  • Follow up on all open and assigned requests and ensure closed loop
  • process and communication occurs throughout the life cycle of the
  • request.
  • Manage and enhance customer support system and knowledge base to
  • encourage further self-service capabilities by customers and partners.
  • Evaluate existing customer support plans and procedures. Update as
  • required.
  • Assist with other technical and analytical projects as assigned.
  • Convey customer feedback to product management and executive staff.
  • Maintain a working relationship with all departments


  • Bachelor's degree in business, information systems or computer science.
  • Oral fluency in Japanese/ Arabic / German language
  • Ability to learn new technologies quickly.
  • Experience with relational databases desired, not required.
  • Experience with Application Servers desired, not required.
  • Experience determining and developing requirements for enterprise financial solutions desired, not required.
  • Good project management skills and experience
  • Ability to manage multiple priorities (adept at multi-tasking)
  • Commitment to detail and follow through
  • Strong interpersonal communication and customer interaction skills
  • Must be creative, innovative and flexible with the ability to work in a matrixed environment.
  • Detailed understanding of general business and management practices is highly desired
  • PC and related software applications.

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit

More information about Thomson Reuters can be found on

Req #: JREQ101846
Locations: Hyderabad-India
Job Function: Customer Service & Support
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