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Technical Support Representative

Thomson Reuters Customer Service & Support 11/9/2017 11:58:31 AM Toronto, ON Canada
Job Description

Date Posted: November 9 2017

Department: Technical Support

Location: 2075 Kennedy Road – Scarborough

Technical Support Representative

Purpose:

To optimize customer experience and satisfaction of Thomson Reuters internal and external clients by providing consistent professional and consultative technical support, ensuring Thomson Reuters and Les Editions Yvon Blais market growth. Technical Support Representatives will communicate in English.

As part of the Customer Support team’s Technical Support Helpdesk, this position will focus on providing our customers with technical support for Thomson Reuters, Les Editions Yvon Blais print, electronic and CDROM products. The Technical Support Representative will respond to external customers and Thomson Reuters staff for product related issues as well as coordinating issue resolution with customer and/or Thomson Reuters technical personnel. Coverage may require Technical Support representatives to work shifts, weekends or home base office. The Technical Support Representative will also provide back-up support for research and content-related issues. 

This position is responsible for:

  • responding to incoming Technical Support calls and emails, providing technical support for installation and functionality questions/issues;
  • liaising with internal partners to ensure customers receive the level of support required to use our products effectively within their respective business;
  • completing activity reports and other reports as required by the Supervisor and Manager;
  • using call centre hardware/telecommunication/software tools as prescribed by Thomson Reuters policy;
  • capturing all details of customer interactions, both incoming and outgoing contacts, in customer relationship management system on a regular and timely basis;
  • proactively following-up with customers on pending/unresolved issues in a timely manner;
  • escalating technical and content issues to internal partners for timely resolution;
  • participating in growing Thomson Reuters product lines by sharing customer needs and enhancement requests with the appropriate internal partners;
  • participating in the testing of new and/or existing electronic products as required;
  • assisting in the development of product technical manuals for electronic products in partnership with the Product Development Managers and the Manager, Customer Learning & Support;
  • providing backup for other Thomson Reuters and Les Editions Yvon Blais customer support groups as required;
  • participating in the creation and on-going updates of technical (and/or customer) issues knowledge base;
  • conducting site visits as required to solve technical customer issues; and
  • performing other duties as assigned.

You will be a strong team player and will possess:

  • a university degree or equivalent (preferably in Computer/Information Systems);
  • strong verbal, written and effective interpersonal communications skills;
  • a good understanding of Thomson Reuters - Les Editions Yvon Blais print, electronic and DVD products functionality and content;
  • a good understanding of the hand-held devices including iPad, Android devices, Tablet, smart phones etc.
  • a demonstrated ability to work effectively in an inbound (and outbound) customer support environment;
  • superior administrative and organizational skills and an ability to troubleshoot problems effectively in a customer focused manner;
  • skills using Windows 7, 10 and other versions, Apple, MS Office, Folio, IE, Chrome, Firefox and other browsers, online databases, networks, Internet support and connectivity, DVD/Flashdrive technology, iPad and other devices, and other relevant technologies;
  • familiarity with DNS, Firewall, Proxy, TCP/IP and other product technology related issues; and
  • the ability to accommodate shift changes that may include shifts starting at 7 AM to 9 PM, Monday to Friday and weekend work as required for Thomson Reuters online product support.

A background in legal research, SAP, Microsoft Certification and/or French language skills will be considered an asset.

Thomson Reuters offers an environment that is both challenging and supportive, and we are proud to have been named one of Canada’s Top 100 Employers from 2009 – 2017, a Best Workplace from 2006 – 2017, and a Great Place to Work for Women in 2015 and 2017. We consider work from home arrangements for people with a disability or specific accessibility needs. If requested, accommodation will be provided throughout the recruitment and assessment process.

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 thomsonreuters.com/careers.

More information about Thomson Reuters can be found on thomsonreuters.com.



Locations
Toronto-Ontario-Canada
Req #: JREQ093571
Locations: Toronto-Ontario-Canada
Job Function: Customer Service & Support
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