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 act as a subject matter expert. 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. #LI-IL1 ¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años. Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo: Reuters. Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan: asesorar, defender, negociar, gobernar e informar. Contamos con el talento de 26 000 empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión. En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas. ¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad. Accesibilidad Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos. Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable. Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas. También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable. Protégete de ofertas de trabajo fraudulentas haz click aquí para más información. Podés encontrar más información sobre Thomson Reuters en thomsonreuters.com. Thomson Reuters proporciona a los profesionales la inteligencia , tecnologia y experiencia humana que necesitan para encontrar respuestas confiables . Permitimos que los profesionales de los mercados financieros y de riesgos , legales , fiscales , contables y de medios de comunicacion , tomen las decisiones más importantes , todo ello impulsado por la organizacion de noticas más confiable del mundo. Hear from one of our AI Experts, Shawn Malhotra, Thomson Reuters' Head of Engineering on the key components that go into innovating AI at Thomson Reuters.