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ONESOURCE Support Specialist

Thomson Reuters Customer Service & Support 3/1/2018 6:30:00 AM London, United Kingdom
Job Description

Job Posting End Date: 15 March 2018

Business Unit: Tax and Accounting

The Tax & Accounting business of Thomson Reuters is the leading provider of technology and information solutions, as well as integrated tax compliance software and services to accounting, tax and corporate finance professionals in accounting firms, corporations, law firms and government globally. Headquartered in New York, Tax & Accounting has major operations in Ann Arbor, Dallas, Hyderabad, London, Sydney, and Toronto.



ONESOURCE is designed to provide tax software solutions for multinational corporations and Accounting professionals. ONESOURCE solutions cover a broad range of taxes including Direct Tax Compliance and reporting, Indirect Tax determination and Compliance, Tax Planning and Workflow Management. (

Position Title: ONESOURCE Support Specialist

Location: Canary Wharf from March 2018

Requisition No: JREQ097759 

Role Summary:

To provide the highest possible standard of customer support and technical assistance to Thomson Reuters Tax & Accounting Corporate customers in an effective and timely manner. To work across all products sold out of UK and supported by UK team.

Major Responsibilities / Accountabilities:

  • Concisely and accurately log customer support requests, paying particular attention to problem description, resolution, user reaction and follow up action.
  • Identify causes of and solve problems for customers within acceptable time standards
  • Respond to enquiries from customers in relation to the installation, functionality and performance of supported products either verbally by telephone or in writing by email
  • Take full accountability for customer enquiries and either respond personally or escalate to appropriate team and ensure that a response is provided and given to the customer in a timely manner
  • Ensure, where appropriate, information gained from handling supports queries is promoted to our knowledge base and communicated to interested parties.
  • Update knowledge base with known issues, tips and workarounds as required
  • Maintain up to date product knowledge and acquire further knowledge of relevant supported products to facilitate the continued provision of quality guidance to customers.
  • A good team player with the ability to work on own initiative

Key Relationships:

As part of the Customer Support team, you will work directly with customers as well as with colleagues on the Support teams across all product lines and the Client Services and Sales teams.

Technical /Professional Skills & Competencies:

Essential Skills:  

  • Excellent customer service/people skills
  • Excellent communication skills, both written and verbal - particularly over the telephone
  • Good basic software skills.
  • Highly motivated and eager to learn
  • Team player and able to engage with internal stakeholders

Desired Skills:

  • Customer facing/customer support role – ideally over the telephone in helpdesk environment
  • Understanding of basic tax concepts – Direct or Indirect
  • Demonstrable interest in technology.

Education/ Certifications:

  • Educated to degree level (or equivalent). Finance or technology-related subject preferred (Economics, Finance & Accounting, Mathematics, IT)
  • Accounts or tax qualification (AAT/ACA or ACCA or similar) highly desirable.

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 #: JREQ097759
Locations: London-United Kingdom
Job Function: Customer Service & Support
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