Thomson Reuters
Legal Tech
DigitalChatAssist
“Digital Chat Assist at Thomson Reuters. Skills: Customer support, Technical troubleshooting, Communication. Respond to customers' inquiries relating to technical issues. Log and classify all calls and requests”
What You'll Achieve.
Keeping a clear and active focus on inquiry resolution; Ensuring that all the necessary action is taken to resolve a customer's inquiry; Provide service in a professional and courteous manner; Resolving as many queries as possible on the first call
Industry & Context.
Use analysis and judgment; exercises discretion in selecting methods and technique for obtaining solutions; Solving a complex issue may involve interpreting the needs of the customer; determining the solution to the problem; assessing any downstream impact
What They're Looking For.
Must Have
1 – 3 years of experience doing similar activities, Excellent verbal and written communication (Spanish & English), 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, Demonstrate the ability to rapidly learn new knowledge and acquire new skills, Maintain stable performance under pressure, handle stress in a manner that is acceptable to others in the organization, Display determination, persistence, and patience, be resilient in the face of adversity
Nice to Have
Bachelor’s degree, Experience in CRM
What You'll Do.
Respond to customers' inquiries relating to technical issues
Log and classify all calls and requests
Provide escalation support to junior-level staff
Use analysis and judgment
Filter and escalate inquiries
Track inquiry resolution progress
Proactively call customers with status update
Follow company policy and procedures
Resolve as many queries as possible on first call
Offer customer refunds or discounts
Assist new team members
Inform team on product development updates
Provide work direction
Coach and develop junior staff
Provide feedback to team managers
Act as an overall product contact
How You'll Work.
Team & Collaboration
Provide escalation support to junior-level staff; Assist new team members in learning processes; Inform team on product development updates; Provide work direction to resolve escalated inquiry; Coach and develop junior staff; Provide feedback to team managers
Communication Scope
Excellent verbal and written communication (Spanish & English); interpersonal skills (personable and professional)
Applying for this Digital Chat Assist role?
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