Product Support Specialist, Customer Service & Support

About the Role  

In this opportunity as a Product Support Specialist, you will:  

Provide support, primarily via phone and email, to product users (often involving complex issues and functionality)Conduct user training sessionsTroubleshoot and test customer-reported product defects and issuesTrack and manage support activitiesIdentify and escalate issues to appropriate internal personnelAdvise users on best-practicesWork cross-functionally with other Legal Tracker teams to ensure customer satisfactionEnsure customer retention and satisfactionIdentify process opportunities, and develop and improve processes for trainings, support, and usage/adoptionRecommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needsKnowledge of legal processes, terms, and industryFamiliarity and comfort with technology and databases to develop an “expert” level understanding of the product offerings and subject matterAbility to handle and identify priorities for multiple projects at the same time (Product Support Specialists manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships)Ability to communicate information clearly in writing and over the phoneAbility to handle support issues with tact and diplomacyProblem-solving skillsModify practices and procedures to meet individual customer situations, suggesting workarounds as neededProject management skills, aptitude or experienceRegular and predictable attendanceAbility to work in an office setting and participate in a knowledge share with team

About You

You’re a fit for the role if your background includes:

Minimum of two years of experience working in the legal field, customer support or account management is requiredExperience in working with computer systems/databases preferred

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What’s in it For You?

Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:

Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.

Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint.

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.

Social Impact:  Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

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.