Job Description

Specific Duties:Receive and provide written response to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with GCS policies and procedures.Maintain a productive case load in support of the overall production requirements.Achieve quality and efficiency improvements by enhancing the consistency of the customer experience.Maintain an acceptable ratio of aged cases, initiating follow-up as needed.Efficiently resolve customer problems and/or questions related to Thomson Reuters Healthcare and Science products and services.Process all customer inquiries in a professional, accurate, courteous, and timely manner.Identify customer trends due to reoccurring issues and escalate as appropriate.Complete and demonstrate a progressive understanding of the ResearchSoft Customer Technical Support training requirements as identified by supervisor/manager.Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction.Replicate customer's technical/product issues in order to provide appropriate steps for resolution.Interpret and analyze customer needs to resolve inquiries and improve product utilization.Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries.Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries.Provide internal referral groups with thorough and accurate descriptions of customer issues.Integrate feedback provided by supervision into standard work practices.Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses, and attending scheduled product training.Undertake other reasonable duties as requested by supervisor/manager.Required Skills/Experience:Experience with Contact Center Operations and CRM functionality.Excellent written, interpersonal communication, and problem-solving skills.Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers.A good team player with the ability to work on their own initiative with minimal direct supervision.Organized and detail-oriented, with the ability to multi-task in a diverse and matrix environment.Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills.In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the literature scholarly and research process.Knowledge of database design and content, hardware and software applications, electronic product delivery systems, and emerging technology products.Service-oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures.Ability to meet deadlines.Knowledge of production systems and processes.Thomson Reuters is the leading source of intelligent information for the worldxe2x80x99s businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision-makers in the financial and risk, legal, tax and accounting, intellectual property, and science and media markets, powered by the worldxe2x80x99s most trusted news organization.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 xe2x80x93 collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.Bring your ambition to make a difference. Wexe2x80x99ll bring a world of opportunities. 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 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 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 thomsonreuters.com/careers. More information about Thomson Reuters can be found on .At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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