Senior Consultant
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. This role may be the point of contact for escalated and more complex issues on product functionality. May respond to inquiries regarding a specific or more complex product (e.g number of products, complex technologies) or a specific customer (customer size, higher revenue tied to customer, etc.) Training and Coaching new team members on processes and procedures.
About the Role
In this opportunity as Senior Consultant you will:
Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships
Assist with management of Knowledgebase content, including time-sensitive quality review and feedback to team members
Fulfil product lead responsibilities by reading call logs, creating documentation, and/or training team members
Assist team members with client questions related to Team's supported Product(s) and system related issues
Work closely with training and instructional designers to build and evolve training materials
Lead Mock-Call sessions with new and existing team members to build call management proficiency on need basis
Identify gaps/process changes needed and implement changes
Collaboration with Training and Workforce Management
Deep Product Knowledge
Create product specific feedback reports for various product development team
Liaison between Sales, Product Management, Support(Cross functional meetings, information sharing, handling of widespread issues, process changes, etc.)
Sales Escalation triage, owning escalation tool, administration
Handling complex (Manager Sales/Product/Customer) escalations when extra expertise is needed
Automation/Reporting of Contact logs/Escalations (Possible Operations)
Deliver Refresher training both internally and externally when needed
Assist Sales Team with Support inquiries on a need basis
About You
You're a fit for the role of Senior Consultant if your background includes:
Advanced product knowledge of Accounting CS Professional Suite
Critical thinking and problem-solving skills in a service environment.
A strong understanding of tools and applications.
Ability to interpret and analyze customer inquiries.
Apply complex search techniques to get desired results.
Active listening skills to be used to interpret a customer's inquiry and to diffuse a potentially. tense customer situation.
The ability to deal with people at all levels in a professional manner under all circumstances.
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What's in it For You?
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave,... For full info follow application link.
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.
