Premium Product Support - Remote Premium Product Support - Remote …

Thomson Reuters
in Carrollton, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Thomson Reuters
in Carrollton, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Premium Product Support - Remote
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Bring Your Passion Premium Product Support - REMOTE Job Description
Must have Direct Tax ONESOURCE software, CorpTax or other related software experience

Thomson Reuters ONESOURCE Corporates segment is seeking a dynamic and motivated client-centric individual for our open Premium Product Support Representative for our Direct Tax client segment! You will be amongst some of the most innovative technologist and product managers serving as a customer support enabling our clients who use our digital solutions to solve complex issues. We have an excellent onboarding, training and culture waiting for you along with excellent total rewards program with competitive compensation, benefits and work-life balance! This position can be remotely based in your home office or one of our main U.S. hub locations: Ann Arbor, Dallas, Minn, New Jersey, New York or Los Angeles area.

ABOUT YOU:

This role provides second level support within a call or contact center on either selected products/customers or broad scope of products for technical issues related to software, online or electronic products, and may act in a supervisory capacity. You will be the point of contact for escalated and more complex issues on product functionality. Intermittent customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. Serve as a subject matter expert for products and/or processes. You'll provide overall work direction to junior level roles. May provide coaching on career and job development to junior staff. Conducting quality monitoring and follow up of customer calls.

IN THIS ROLE YOU WILL:

  • Provide telephone support for assigned accounts - Answer and/or obtain from the appropriate resource answers to questions/problems primarily relating to ONESOURCE Tax Provision and related products.
  • Responsible, as needed, for being sure issues related to other Tax & Accounting products are resolved in a timely and satisfactory manner by other Support teams or through their own assistance.
  • Provide proactive service - Review pending product release to determine if updates/changes are immediately applicable to client's current processing.
  • Review all released patches/updates/fixes.
  • Propose product changes/enhancements per client requests.
  • Provide feedback to management relating to client satisfaction.
  • Maintain satisfactory client relationship - Maintain contact with assigned client representatives. - ONESOURCE Direct is an optional fee based program.
  • The client relationship is key to renewal of the program.
  • Be available for extended hours as needed.
  • Develop product/application specific specialties to be shared with other members of the ONESOURCE Direct Team and mentor other ONESOURCE Support Groups.
  • Other duties as assigned.

JOB QUALIFICATIONS:

  • Bachelor degree required.
  • Minimum 1 year customer service experience required
  • Microsoft Office user experience
  • CPA license preferred, not required - expired or active.

  • Direct Tax ONESOURCE software, CorpTax or other related softwares required

  • Subject matter expert in area of direct tax provision

  • Detail oriented and client-focused quality account management

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 25,000 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 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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Carrollton-Texas-United States of America
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