Digital Chat Assist

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you.

Join our team and handle customer inquiries via phone, email, or chat regarding technical issues with the software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner.

About the Role:

In this opportunity as a Digital Chat Assist, you will:

• Respond to customers' inquiries relating to technical issues with the software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call-tracking database
• May provide escalation support to junior-level staff on complex technical escalations.
• Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
• Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g. technology, product development, etc.) as appropriate.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.
• Has authority to offer customer refunds or discounts as needed or necessary within department guidelines (e.g. subscription extension, password release).
• Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs.
• Inform team on product development updates and integration as necessary.
• May act as a subject matter expert.
• May provide work direction to resolve an escalated customer inquiry.
• May coach and develop junior staff on job-specific tasks and processes.
• May provide feedback to team managers on specific employee performance or concerns.
May act as an overall product contact and informs the department of changes and necessary information to properly support a specific product line.


• About You

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

• Bachelor’s degree preferred or equivalent work experience in lieu of a bachelor’s degree.
• 1 – 3 years of experience doing similar activities.
• Excellent verbal and written communication (Spanish & English)
• Strong interpersonal skills (personable and professional)
• Ability to conduct self in a professional manner
• Agile learners – Ability to learn something new
• Commitment to a schedule that coincides with the customer’s workday
• Intermediate computer skills and ability to navigate software programs such as Microsoft
• Experience in CRM preferred
• Motivated competitive with a positive attitude.
• Demonstrate the ability to rapidly learn new knowledge and acquire new skills
• Maintain stable performance under pressure (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others in the organization.
• Display determination, persistence, and patience and be resilient in the face of adversity.

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What’s in it For You?

• 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.

• 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, 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 Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive 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.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• 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.

• Making a Real-World Impact: We are one of the few companies globally 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.
  

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com