**Application Technician**
Are you ready to work with Software engineers and product development teams to bring deep knowledge and innovative ideas for our IDT operation, having high service capabilities and technical expertise?
Join our team! This role has a great influence on customer satisfaction. This role may be the point of contact for escalated and more complex issues on product functionality. May respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (customer size, higher revenue tied to the customer, etc.) Training and coaching new team members on processes and procedures.
**About the Role**
In this opportunity as a **Application Technician**, 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 provide work direction to resolve an escalated customer inquiry.
- May coach and developer 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.
- Advanced English is a MUST.
- IDT and Tax knowledge
**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 for our office-based roles while delivering a seamless experience that is digitally and physically connected.
**Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
**Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: 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.
**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**: Nine 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.
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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 ser