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Customer Technical Support Representative Internship – Summer 2018

Thomson Reuters Exception 1/13/2018 6:02:59 PM Eagan, MN United States of America
Job Description

Are you ready to join a professional customer service organization and be a part of a growing, successful and high-performing team? Are you passionate about helping others resolve technical issues and leverage products to their fullest potential? If so, Thomson Reuters has the internship for you.

As an intern, you’ll get hands-on experience providing world-class support for our products, including installation, licensing, use and problem resolution. You’ll also receive robust training on our products and customer service tools, similar to full-time employees.

Responsibilities:

  • Achieve all performance metrics as assigned by manager
  • Adhere to attendance policies
  • Maintain 78% or greater availability
  • Accurately log all customer contacts
  • Participate in product trainings
  • Collect and present feedback and input from customers to improve Thomson Reuters products
  • Take ownership of all customer interactions and utilize appropriate timely follow-through
  • Continuously increase technical aptitude and develop customer service skills to improve the quality of the customer experience

Skills & Profile:

  • Technical: working knowledge of hardware, software, connectivity, operating systems and file structures. Basic understanding of computer networking and hardware and software troubleshooting skills. Capable of learning, understanding and communicating higher level technical information.
  • Microsoft Office: strong computer abilities, including use of Microsoft Office products. Word, Excel, PowerPoint and Outlook highly preferred.
  • Analytical: ability to quickly assess customers’ issue and formulate steps toward a solution.
  • Teamwork: rich collaboration and interpersonal skills in order to regularly and effectively partner with team and across the organization to resolve customer issues.
  • Customer Service: ability to adapt your communication style to fit customers’ needs.
  • Communication: excellent written and verbal communication skills; ability to actively listen and comprehend complex technical issues.
  • Culture: maintain a positive service attitude with the ability to understand and empathize with customer concerns.

Qualifications:

  • Pursuing a business-related degree, with a focus in technology and/or customer service

Training Opportunities:

  • Four weeks of paid training
  • Training Hours: 8:00 a.m.-4:30 p.m.

About the Team:

The Frontline Westlaw Team provides technical support via phone, chat and email for more than 75 products. Some of the main products supported include BoardLink, CLEAR, Westlaw, Concourse, Firm Central, Transparent Authentication, WestLegalEdCenter and TWEN just to name a few. The majority of our calls come directly from customers, but we also help Account Managers and Field Staff tackle technical issues for customers. This team supports many products 24 hours a day.

++ This summer internship requires a full-time commitment from late May/early June through mid- to late August, with a potential opportunity to extend into the fall and spring. Thomson Reuters will not sponsor applicants for work visas for this position now or in the future. ++

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
Eagan-Minnesota-United States of America
Req #: JREQ097808
Locations: Eagan-Minnesota-United States of America
Job Function: Exception
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