Helpdesk Analyst, Reuters Technology
The successful candidate will be responsible for ownership, triage, and management of 1st Level/Frontline support inquiries, special projects, training, and documentation for Reuters content and delivery systems covering video, text, pictures, graphics, and online content.
The role requires excellent communication, technical, and troubleshooting skills using collaborative and proactive approaches to ensure that issues are dealt with quickly and effectively.
At Reuters, we view service as the heart of our business. We have engineered our service organization to deliver a best-in-class experience.
About the role:
- Provide 1st Level/Frontline support via phone, chat, and contact us support origins for Reuters customers regarding any service and technical incidents, feedback, inquiries, and various other customer service related inquires.
- Engage in proactive service activities based on service and customer trends and alerting.
- Engage in the feedback lifecycle process in managing feedback submission to relevant product stakeholders
- Manage high-severity incident swarming and communication for hot topics and high-severity cases.
- Participate in special service-related projects such as customer migrations, and upgrades
- May be asked to work varying shifts. (day, evening, and overnight)
- Perform break-fix activities with Reuters customers remotely
- Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing
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About you:
- 2+ years relevant experience in technical service and support environments with/or industry-standard certification and qualifications in a relevant technical field.
- Bachelor's degree and related work experience required
- Experience in service and support in broadcast and new media industries a plus
- Strong communication and problem-solving skills are a necessity
- Strong experience performing root cause analysis in a customer support environment
- Experience performing triage, management, escalation, and follow-up for various severity issues
- Languages spoken: English (required), other languages a bonus (optional)
- Experience with technical customer service incident management
- An independent worker with excellent time management and follow-through
- Ability to be highly productive, both working alone and in close collaboration within a team, able to multi-process and thrive in a fast-paced, customer driven, sometimes unpredictable-but engaging environment. Experience with or exposure to CRM Tools(e.g., Salesforce, Service Now, Zendesk) and Office 365.
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
- Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
- Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
- Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
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 applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.