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Document Support Specialist

Thomson Reuters Customer Service & Support 12/7/2017 7:09:22 AM London, United Kingdom
Job Description

Business Unit: Legal UKI

Our Legal organisation connects our customers’ businesses to the ever-changing legal and regulatory environment.  We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company. We are very excited about the next stage in our growth and how you can play a part in it. 

FirmStyle is a programme supporting Practical Law’s automation system Contract Express. When documents are generated through Practical Law, FirmStyle adds customised Styles to the documents, making them appear in the format that the law firm uses for their internal documents. This back end system forms a critical part of the value proposition of the system and is a key support area for the organisation. Existing knowledge of how to work with FirmStyle is not expected.

Position Title: Document Support Specialist

Position Type: Permanent

Role Purpose/ Summary:

The core responsibility is to support the FirmStyle product by implementing new system customers configurations, updating existing instances and troubleshooting issues. The candidate will be expected to identify potential improvements, including survey workflow and bespoke client setups. When Customers request updates to their firm styles, the selected candidate will quickly and accurately apply those updates in the base template documents and report back to the customer on completion.

This role is one that requires the successful applicant to have a technical mind set and be capable of working with configuration files and understanding a supporting system, while also having attention to detail in outputs when checking generated documents are coming through correctly styled for customers.

The successful candidate will be fully trained on the use and troubleshooting of the FirmStyle system, and is expected in time pick up all elements of first line support for the tool. As you become proficient with the FirmStyle system, there will be opportunities to expand your capabilities into supporting the Contract Express tool as well.

Major Responsibilities / Accountabilities: 

  • Provide first line support for the FirmStyle product, becoming the primary point of contact for incoming queries
  • Ensure customer requests are prioritised and dealt with in a timely manner
  • Effectively communicate between different internal and external stakeholders, liaising on issues and resolution times.
  • Creation & Amendment of FirmStyle configuration files for Bespoke FirmStyle clients
  • Identification & resolution of application, configuration and document specific transformation issues

Mandatory Skills and Experience:

  • Strong understanding of MS Word including Styles, Fields and WordML (XML)
  • Customer Facing Experience
  • Strong written and verbal communication
  • The ability to handle many assignments in a fast paced organization
  • Working at a very detailed level on standalone projects and in reporting to clients
  • Capable of learning, understanding, and communicating higher level technical information
  • Maintain a positive service attitude with the ability to understand and empathize with customer concerns.
  • Apply individual discretion to ensure outcomes of customer satisfaction and the business’ success.

Desirable Skills and Experience:

  • XSLT 2 knowledge
  • Strong Excel skills
  • Logical thinker/problem solver who is self-motivated and a strong contributor within a team
  • Fully competent in troubleshooting Microsoft Office application integration technology
  • Experience manipulating batch files

Education/ Certifications Required:

  • A level or above

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

London-United Kingdom
Req #: JREQ095228
Locations: London-United Kingdom
Job Function: Customer Service & Support
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