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Online Product Support Executive

Contract Type
Customer Service, Legal, Marketing & Public Relations, Sales
Expiry Date
To support the Online Product & Support team as directed by the Team Manager with the ultimate objective of increasing customer usage of products and services.

Job Description

We are trusted for the decisions that matter most, empowering customers to act with confidence in a complex world. Our intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting and media markets, powered by the world's most trusted news organization.

Business Unit: Legal UKI
Our Legal organisation connects our customers’ businesses to the ever-changing legal and regulatory environment. We provide critical online and print information, decision support tools, software and services to lawyers who practice in law firms, in corporate legal departments and in the public sector. We are a growing business in the UK, especially since the acquisition of Practical Law Company. We are very excited about the next stage in our growth and how you can play a part in it. 

Position Title: Online Product & Support Executive

Position Type: Permanent

Role Purpose/ Summary:
To support the Online Product & Support team as directed by the Team Manager with the ultimate objective of increasing customer usage of products and services. To provide ongoing support to our customers on query resolutions as required in line with meeting SLAs. Responding to content related queries to liaising with relevant stake holders to ensure resolution on research queries are dealt with.

Major Responsibilities / Accountabilities: 

  • To resolve / trouble (Technical) queries in a professional, efficient and timely manner, including the provision of customer orders for transcripts and articles within agreed SLAs
  • To provide remote and/or site set up of Alerts and searches for customers as instructed whilst promoting enhancements on our different products 
  • Capture Sales lead request and ensure they are logged appropriately, to managing ticketing request and queries in a timely and professional manner
  • To collaborate with Sales Account Managers, Sales Account Handlers and colleagues in Customer Operations to ensure that issues impacting the customer are resolved quickly and efficiently and customer satisfaction is maintained at all times
  • To maintain accurate and current product knowledge across the entire range of Thomson Reuters online services


Essential Skills and Experience: 

  • Experience of working within a customer service environment dealing with customers queries over the phone

Desired Skills and Experience: 

  • Demonstrable experience of a similar role
  • Systems knowledge: SAP, ticketing, WRP
  • Advanced knowledge of Sweet & Maxwell product and services an advantage
  • Experience of working with internal and external customers desirable
  • Advanced product and service knowledge order to meet customer requirements


Education/ Certifications: 

  • Educated to degree level desirable – law qualification is also desirable

NB: Flexible working options will be considered as part of this application. E.g. Job shares

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 55,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

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 country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

To learn more about what we offer, please visit