Job Description

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Agent de Soutien Technique - DT Imp\xc3\xb4ts et comptabilit\xc3\xa9, 100% t\xc3\xa9l\xc3\xa9travail

Vous \xc3\xaates passionn\xc3\xa9(e) par la possibilit\xc3\xa9 d\'apporter votre exp\xc3\xa9rience en mati\xc3\xa8re de soutien technique \xc3\xa0 une entreprise de classe mondiale, avec des possibilit\xc3\xa9s de croissance de carri\xc3\xa8re illimit\xc3\xa9es ? L\'\xc3\xa9quipe Operations Customer Service & Support de Thomson Reuters est \xc3\xa0 la recherche d\'un agent de soutien technique motiv\xc3\xa9. Il s\'agit d\'une \xc3\xa9quipe mondiale bien \xc3\xa9tablie, qui soutient nos produits fiscaux de pointe afin d\'offrir une exp\xc3\xa9rience client de premier ordre. Le candidat id\xc3\xa9al poss\xc3\xa8de \xc3\xa0 la fois des comp\xc3\xa9tences en soutien technique et en r\xc3\xa9solution de probl\xc3\xa8mes ainsi que des bonnes aptitudes \xc3\xa0 la communication en anglais et/ou en fran\xc3\xa7ais.

\xc3\x80 propos du poste
Dans cette opportunit\xc3\xa9 en tant qu\'Agent de Soutien Technique, vous allez :

• Apporter un soutien \xc3\xa0 la client\xc3\xa8le exemplaire et une r\xc3\xa9solution de probl\xc3\xa8me technique par t\xc3\xa9l\xc3\xa9phone
• Apporter un soutien \xc3\xa0 la client\xc3\xa8le exemplaire et une r\xc3\xa9solution de probl\xc3\xa8me technique par courriel au besoin
• Maintenir de solides connaissances sur les produits soutenus
• Atteindre les objectifs de performance en mati\xc3\xa8re de qualit\xc3\xa9 des appels, d\xe2\x80\x99enqu\xc3\xaates de satisfaction des clients, et de gestion des appels
• Fournir un suivi en temps opportun quant aux probl\xc3\xa8mes des clients
• Communiquer efficacement et interagir avec les clients pour r\xc3\xa9soudre leurs probl\xc3\xa8mes
• Animer des s\xc3\xa9ances sur le Web pour aider de nouveaux clients dans la mise en \xc5\x93uvre des logiciels DT
• Aider avec les files d\'attente (virtuelles) du service \xc3\xa0 la client\xc3\xa8le et la r\xc3\xa9ception en fonction des besoins.
• Capacit\xc3\xa9 \xc3\xa0 faire des heures suppl\xc3\xa9mentaires et \xc3\xa0 adopter un horaire vari\xc3\xa9 comprenant des soir\xc3\xa9es et week-ends est une n\xc3\xa9cessit\xc3\xa9.
• Le travail se fait \xc3\xa0 100% \xc3\xa0 partir de votre domicile

\xc3\x80 propos de vous

Vous \xc3\xaates fait pour le r\xc3\xb4le d\'Agent de Support Technique si votre exp\xc3\xa9rience professionnelle inclut :

• Bilinguisme (Fran\xc3\xa7ais et Anglais) est un atout, notre client\xc3\xa8le \xc3\xa9tant en partie \xc3\xa0 l\xe2\x80\x99ext\xc3\xa9rieur du Qu\xc3\xa9bec
• Grande aptitude \xc3\xa0 la gestion d\xe2\x80\x99appel
• Solides comp\xc3\xa9tences en identification de probl\xc3\xa8mes avec des logiciels et des \xc3\xa9quipements
• Capacit\xc3\xa9 \xc3\xa0 se g\xc3\xa9rer soi-m\xc3\xaame et travailler comme membre actif au sein d\'une \xc3\xa9quipe
• Capacit\xc3\xa9 \xc3\xa0 rester motiv\xc3\xa9 dans un environnement rapide et sous-pression
• Excellente capacit\xc3\xa9 de recherche et de r\xc3\xa9solution de probl\xc3\xa8mes
• Capacit\xc3\xa9 d\'apprendre et de ma\xc3\xaetriser rapidement de l\xe2\x80\x99information technique complexe

Atouts

• 1 an d\'exp\xc3\xa9rience en service \xc3\xa0 la client\xc3\xa8le
• Baccalaur\xc3\xa9at ou dipl\xc3\xb4me de premier cycle est un plus

Quels sont les avantages pour vous ?

Vous rejoindrez notre culture inclusive de talent de classe mondiale, o\xc3\xb9 nous nous engageons \xc3\xa0 votre croissance personnelle et professionnelle \xc3\xa0 travers :

• Bien-\xc3\xaatre : R\xc3\xa9gimes d\'avantages sociaux complets ; avantages flexibles et favorables \xc3\xa0 l\'\xc3\xa9quilibre entre vie professionnelle et vie priv\xc3\xa9e : vacances flexibles, deux jours de cong\xc3\xa9 pour la sant\xc3\xa9 mentale \xc3\xa0 l\'\xc3\xa9chelle de l\'entreprise ; travail de n\'importe o\xc3\xb9 jusqu\'\xc3\xa0 un total de 8 semaines par an, 4 de ces semaines pouvant \xc3\xaatre \xc3\xa0 l\'\xc3\xa9tranger et les autres au pays, abonnement \xc3\xa0 l\'application Headspace ; programme de retraite, d\'\xc3\xa9pargne, de remboursement des frais de scolarit\xc3\xa9 et de motivation des employ\xc3\xa9s ; ressources pour le bien-\xc3\xaatre mental, physique et financier.
• Culture: Une r\xc3\xa9putation mondialement reconnue et prim\xc3\xa9e en mati\xc3\xa8re d\'\xc3\xa9galit\xc3\xa9, de diversit\xc3\xa9 et d\'inclusion, de flexibilit\xc3\xa9, d\'\xc3\xa9quilibre entre vie professionnelle et vie priv\xc3\xa9e, et bien plus encore.
• Formation et d\xc3\xa9veloppement: Acc\xc3\xa8s \xc3\xa0 LinkedIn Learning; Talent Marketplace interne avec des opportunit\xc3\xa9s de travailler sur des projets inter-entreprise ; Ten Thousand Coffees Thomson Reuters caf\xc3\xa9 de r\xc3\xa9seautage.
• Impact social: Huit groupes de ressources d\'entreprise dirig\xc3\xa9s par les employ\xc3\xa9s; deux journ\xc3\xa9es de b\xc3\xa9n\xc3\xa9volat r\xc3\xa9mun\xc3\xa9r\xc3\xa9es par an; initiatives environnementales, sociales et de gouvernance (ESG) pour un impact local et mondial.
• Un travail ax\xc3\xa9 sur les objectifs: Nous avons un super pouvoir dont nous n\'avons jamais parl\xc3\xa9 avec autant de fiert\xc3\xa9 que nous le devrions : nous sommes l\'une des seules entreprises de la plan\xc3\xa8te \xc3\xa0 aider ses clients \xc3\xa0 rechercher la justice, la v\xc3\xa9rit\xc3\xa9 et la transparence. Ensemble, avec les professionnels et les institutions que nous servons, nous contribuons \xc3\xa0 faire respecter l\'\xc3\x89tat de droit, \xc3\xa0 faire tourner les rouages du commerce, \xc3\xa0 arr\xc3\xaater les mauvais joueurs, \xc3\xa0 rapporter les faits et \xc3\xa0 fournir de l\xe2\x80\x99information fiable et impartiale \xc3\xa0 des utilisateurs du monde entier.

Technical Support Agent \xe2\x80\x93 100% Remote

Are you passionate about the chance to bring your technical support experience to a world-class company, with unlimited career growth opportunities? The Operations Customer Service & Support Team at Thomson Reuters is looking to add a self-motivated Technical Support Agent. This is a well-established global team, that supports our cutting-edge Tax Products to deliver best-in-class customer experience. The ideal candidate has a combination of Technical Support, problem-solving, and good communication skills in English and/ or French.

About the Role

In this opportunity as Technical Support Agent, you will:

• Provide exemplary client support and technical issue resolution via phone and email
• Maintain strong knowledge on supported products
• Meet performance objectives in call quality, customer satisfaction surveys, and call handling
• Provide timely follow-up on outstanding client issues
• Effectively communicate and interact with staff assigned to assist in resolving client issues
• Facilitate general web-based sessions to aid new customers in implementing DT software
• Assist with Customer Service queues and service Reception as needed.
• Be required to work overtime with a varied schedule including evenings and weekends

About You

You\xe2\x80\x99re a fit for the role of Technical Support Agent if your background includes:

• Bilingualism (French and English) is an asset, some of our clients being outside of Quebec;
• Experience in software troubleshooting skills
• Strong call handling soft skills
• Ability to self-manage and work as a contributing member of a team
• Ability to stay motivated in a fast paced environment
• Strong research and problem solving skills
• Ability to quickly learn and master technical or complex information;

Assets

• 1 year experience in customer service
• Associate or bachelor\'s degree

What\xe2\x80\x99s 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: We\xe2\x80\x99ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement savings program, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf\xc3\xa9 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\xe2\x80\x99ve never talked about with as much pride as we should \xe2\x80\x93 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-SS2

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\xe2\x80\x99ve 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\xe2\x80\x99s most global news services \xe2\x80\x93 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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