Team Lead, Technical Support | Operations Customer Service & Support This role assists with day to day management of customer support. This role is a blend of management and hands on operational duties, such as responding to customer queries and taking calls. About the Role In this opportunity as a Team Lead, Technical Support, you will: Manage a team of customer support employees. Coach staff to deliver excellent customer service. Maintain and improve key performance measures Proactively manage customer issues and may act as the first level escalation for the team. Deliver key projects to improve customer service.Proactively contribute ideas to the Management Team. Recruit and select staff that will fit within the team and meet key criteria for the role. Ensure staff understand and are adhering to procedures. Work with the team to reduce the volume and time of outstanding service requests. Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods. Complete call assessments and coaching targets for team. Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole. Accept additional projects or areas of responsibility to improve performance. About You You’re a fit for the role of Team Lead, Technical Support if you have: Bachelor’s degree required. Excellent work ethic, outstanding initiative and a flexible, proactive approach Strong collaboration, teamwork, and relationship building skills across multiple levels and functions within the organization A minimum of four years of relevant work experience in call center/software support environment. Attention to detail, outstanding work habits, enthusiasm and a consistently positive outlook in your daily work. Experience supervising employees and building successful work relationships is a significant plus. Strong technical skills. Demonstrated knowledge of Microsoft applications and web-based applications. Knowledge of business and industry, systems and processes is an advantage but not required. Willing to work in the night shift. 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 more. Wellbeing: 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 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-KD1 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. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com. Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
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Unconscious bias training
Thomson Reuters is a leading provider of business information services. Our products include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news service – Reuters.
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