Customer training and support executive

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Business unit: Legal UKI

Our legal organisation focuses on connecting our customers’ businesses to the ever-changing legal and regulatory environment. We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company in 2013. We are very excited about the next stage in our growth and how you can play a part in it.

Customer training and support executive (x three)

Role purpose:

The customer training and support executives will support the customer and training support team as directed by the team manager with the ultimate objective of increasing customer usage of products and services. To provide ongoing support to our customers on query resolutions as required in line with meeting SLAs. To support the field trainer’s in the delivery of WebEx sessions, responding to content related queries to liaising with relevant stake holders to ensure resolution on research queries are dealt with.

Responsibilities:

• Resolve / troubleshoot (technical) queries in a professional, efficient and timely manner, including the provision of customer orders for transcripts and articles within agreed SLAs
• Deliver bespoke WebEx training sessions on our products for new customers
• Provide remote and/or site set up of alerts and searches for customers as instructed whilst promoting enhancements on our different products
• Capture sales lead request and ensure they are logged appropriately
• Manage ticketing request and queries in a timely and professional manner
• Collaborate with sales account managers, sales account handlers and colleagues in customer operations to ensure that issues impacting the customer are resolved quickly and efficiently and customer satisfaction is maintained at all times
• Maintain accurate and current product knowledge across the entire range of Thomson Reuters online services

Qualifications and experience required:

• Demonstrable experience of a similar role
• Systems knowledge: SAP, ticketing, Infoview are all essential, Siebel desirable
• Advanced knowledge of Sweet & Maxwell products and services an advantage
• Experience of working with internal and external customers desirable
• Educated to degree level desirable – law qualification is also desirable
• Ability to support other team member and share critical knowledge and information
• Ability to work co-operatively with others both within the team and within training support/customer trainer partnership model

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 over 60,000 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 country or local law. Thomson Reuters is proud to be an equal employment opportunity/affirmative action employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit careers.thomsonreuters.com.

Apply for the role online.