sr. Product support specialistThomson Reuters

About the Role
Provide exemplary technical support and issue resolution primarily via e-mail using Salesforce.com
Receive inbound calls\chats and facilitate web-based sessions using Microsoft Teams to assist customers in troubleshooting and resolving concerns with ONESOURCE Indirect Tax products
Communicate clearly and effectively with end users, team members, internal stakeholders and management to quickly resolve issues and ensure customer satisfaction
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution
Follow the appropriate company policies and procedures to respond to routine customer issues
Identify and solve complex issues using existing policies and procedures
Use general professional or specialized knowledge to solve routine problems
Good understanding of our Indirect Tax customers, their needs and priorities
About You
Bachelor's degree in Business Administration, Information Systems or Computer Science (required)
5-7 years of progressively responsible experience in a technical support role (required)
ERP application experience (Oracle EBS O2C\P2P or SAP ECC SD, FI, MM or Purchasing) (required)
Experience providing technical support for an enterprise class software application (required)
Indirect Tax industry knowledge (desired)
Experience with ONESOURCE Indirect Tax Determination (a.k.a. Sabrix), Vertex or Avalara (desired)
Quick learner with strong research, problem solving, and troubleshooting skills with the ability to learn new technologies quickly
Possess strong oral\written communication (English) skills with the ability to remain professional in all circumstances
Thrive in a fast-paced, collaborative and high-pressure environment
Provide escalation support to junior level staff on complex technical escalations
Working hours are 8AM-5PM Central US Time
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
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day 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 impact
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 25,000 employees across more than 75 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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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time