Support Analyst, Customer Service and Support

　　Our Tax & Accounting division is seeking to appoint Support Analyst, based in Manila office working primarily on our corporate suite of products. This role will suit a person who is interested in pursuing a career as a Tax & Accounting Product Specialist.

　　The ideal person we are looking for will be someone who has an Accounting Degree and significant technical expertise, providing support for complex software, Tax & Accounting products, to end users in a commercial environment.

　　This opportunity will see you liaising with our customers and internal stakeholders to assist with inquiries relating to our desktop and cloud solutions. You will also provide 1st level support to clients on all functional aspects of the application and understand issues that are affecting their use of the application and platform.

　　About the Role

　　In this opportunity as Support Analyst, you will:

　　Answering, resolving, and updating all TAX related incidents and service requests from users and logging them in the service management systemThe individual would document and track customer information using our CRM system in accordance with our best practice standards and management instructionsAnswering phone calls in a timely manner, responding to all calls within the Service Level Agreements (SLA) and resolving as many incidents and service requests as possible on the first call / contactStakeholder management - providing timely and relevant updates to internal and external stakeholdersFollow appropriate departmental and company procedures and policies and maintain good working relationships with internal departments and customersExperience in a client-facing Service Desk or Support Analyst role, troubleshooting and desire to learnAbility to multi-task, work under pressure and to tight deadlines, Adaptable and flexible to business demandsAbility to learn and understand new software products with ease along with Excellent organization, planning and implementation skillsContributing to a positive business relationship with our customers

　　About You

　　You're a fit for the role of Support Analyst, if you have:

　　At least 1-2 years' experience in the Tax & Accounting Industry preferredDegree in Accounting or Technology essentialExperience in a client-facing Service Desk or Support Analyst role preferredExceptional problem solving and listening skills - listen, decipher and educate the customerHigh standard of professionalismExcellent written and verbal communication skillsGood numerical skillsAbility to learn and understand new software products with easeExcellent organization and planning skillsHigh level of empathy and interpersonal skills to quickly build relationships with a diverse range of customersAbility to work in a team environment essentialExperience in stakeholder managementBring a positive, can-do attitude

　　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: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and moreWellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; work from anywhere (in country); caregiver paid time off, bereavement leave; company-wide Mental Health Days Off; 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: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impactPurpose 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-JC2

　　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 services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

　　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 that celebrate diversity and inclusion. 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.

　　Accessibility

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