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Bilingual Research Support Specialist

Thomson Reuters Customer Service & Support 11/2/2017 2:54:59 PM Toronto, ON Canada
Job Description

Date Posted: September 7, 2017

Department: Customer Experience, Learning & Support

Location: 2075 Kennedy Road or 333 Bay St. – Toronto

Preference is given to Toronto-based candidates (Montreal-based candidates and/or a work-from-home option will be considered)

Bilingual Research Support Specialist


To provide professional, consultative research support for customers of our online products, helping them to find the answers they need to be successful. In response to inbound (telephone and email) customer queries, this position will focus on facilitating and increasing usage of our online research products and encouraging customer loyalty by providing efficient, professional and courteous research assistance and product education to our customers. Additional responsibilities include escalating issues when necessary and providing product feedback to other groups within the business.

This position is responsible for:

  • answering incoming calls and emails from external and internal customers and ensuring they receive a satisfactory solution, by:
  • assisting customers in locating content in our online products;
  • recommending appropriate search strategies based on the customer’s need for information;
  • explaining the features, benefits, and editorial enhancements of our online products;
  • adopting a customer-focused philosophy by striving to provide an answer to customers within 24 business hours;
  • acting as a liaison between our customers and Thomson Reuters Segment Groups by:
  • escalating content and functionality issues using the established processes;
  • sharing customer feedback and enhancement requests with the appropriate Segment;
  • participating in product training programs and remaining up to date on new enhancements to our products and new legal trends;
  • ensuring that customer interactions are captured in our customer relationship management system;
  • participating in testing of new and existing electronic products and assisting with training and documentation development when required; and
  • performing other duties as assigned.

You will be a strong team player and will possess:

  • an L.L. B. or J.D. from a recognized Canadian university and membership in good standing in a provincial law society;
  • 1 to 2 years of legal experience;
  • proficiency in English and French;
  • excellent customer service, interpersonal communication, and telephone skills;
  • the ability to work independently and efficiently;
  • superior administrative and organizational skills and an ability to troubleshoot problems effectively in a customer focused manner;
  • strong research and writing skills; and
  • PC skills (MS Office, Internet and other appropriate technology skills).

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 in Canada from 2006 – 2017, and a Great Place to Work for Women in Canada 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

More information about Thomson Reuters can be found on

Req #: JREQ090238
Locations: Toronto-Ontario-Canada
Job Function: Customer Service & Support
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