Product Support Associate I - Pagero

<p>Pagero, now part of Thomson Reuters, is building the world’s largest open business network. Our cloud-based platform connects businesses globally, ensuring compliance, security, and transparency across order-to-cash, purchase-to-pay, and freight processes.</p><p></p><p><b>About the Role:</b><br/>As a Product Support Associate I, you will be the first point of contact for customers using Pagero’s innovative solutions. You’ll handle support cases, troubleshoot technical issues, and guide customers toward optimal use of our services.</p><p></p><p><span>In this opportunity you will</span><b>:</b></p><ul><li><p>Deliver timely support via chat, phone, and case management system</p></li><li><p>Investigate and resolve invoice and e-service issues</p></li><li><p>Troubleshoot software-related questions</p></li><li><p>Provide installation support and assist with testing</p></li><li><p>Educate customers on best practices</p></li><li><p>Create and update internal and self-service documentation</p></li><li><p>Follow SLAs, escalate critical issues, and maintain high customer satisfaction</p></li><li><p>Identify efficiency improvements and upsell opportunities</p></li></ul><p></p><p><b>About You</b></p><p><span>You’re a fit for the role of </span>a Product Support Associate<span> if you have the following required<span> </span><span>qualifications: </span></span></p><ul><li><p>Academic degree or equivalent experience</p></li><li><p>Fluent in Swedish and English</p></li><li><p>Strong problem-solving and communication skills</p></li><li><p>Ability to adapt to fast-paced environments</p></li><li><p>Background check clearance (criminal and credit)</p></li></ul><p></p><p>​ <span>Additional preferred qualifications include:</span></p><ul><li><p>Experience with SaaS or cloud-based products</p></li><li><p>Familiarity with ERP systems, invoicing platforms, XML/EDI formats</p></li><li><p>Previous technical support experience</p></li></ul><p></p><p>Personal Attributes:</p><ul><li><p>Service-minded, curious, and analytical</p></li><li><p>Team player with a positive mindset</p></li><li><p>Ability to explain complex technical concepts clearly</p></li><li><p>Passion for learning and sharing knowledge</p></li></ul><p></p><p>#LI-KA1</p><p></p><p><b>What’s in it For You?</b></p><ul><li><p><b><span>Hybrid Work Model: </span></b><span>We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.</span></p></li><li><p><span><b>Flexibility &amp; Work-Life Balance:</b> </span><span>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.</span></p></li><li><p><span><b>Career Development and Growth:</b> </span><span>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.</span></p></li><li><p><b><span>Industry Competitive Benefits:</span></b><span> 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.</span></p></li><li><p><span><b>Culture:</b> </span><span>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.</span></p></li><li><p><b><span>Social Impact:</span></b><span> 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.</span></p></li><li><p><span><b>Making a Real-World Impact:</b> 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.</span></p></li></ul><p></p><p></p> <p></p><p><b><span>About Us</span></b></p><p></p><p><span>Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizat