Product Support Associate

We have an exciting opportunity at Thomson Reuters as a Product Support Associate - a role that blends technology with tax and accounting.

Upon joining our business, you will undergo an intensive product training bootcamp. You will also have the opportunity to work alongside and learn from a variety of teams within the business.

About the Team
We are a Team of application support based in Gdańsk that focuses on providing a quality service to customers of Thomson Reuters ONESOURCE and DIGITA suites.

Thomson Reuters ONESOURCE and DIGITA suites are tax and accounting compliance software solutions that enable professional firms and corporate organizations to remain compliant with tax and accounting requirements. Our software solutions help our customers achieve increased automation and accuracy within their workflows, while maximizing efficiencies within their organisations.

The team will provide support to primarily EMEA based customers with a big focus on UK market.

These positions will operate in an 8-hour long shift pattern (Monday to Friday) with some scheduling flexibility between 9:00 to 18:30 (Poland Time).

About the Role
The Product Support Associate role sits within our front-line technical support organisation, which is tasked with assisting customers to successfully utilize our software solutions therefore meeting their firm’s business objectives.

Primary Responsibilities:

• Responding to and solving queries raised by our customers during their use of our applications, responding to customer by phone, e-mail or case comments.

• Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.

• Interact with colleagues to resolve customer issues effectively and timely.

• Use internal resources as needed and escalate issues to Technical Team Lead or Manager.

• Maintain up to date product knowledge of all supported products.

• Maintain correct contact details for our client base on our internal systems.

• Ensure common queries have a Knowledge Base Article.

About You

You’re a fit for the role of Product Support Associate if your background includes:

• An excellent level of English (C1 or C2 level)

• Problem solving skills.

• Strong customer service/people skills.

• Able to work as part of a Team.

Desired (not required) Skills

• Tax/Accounting/Audit background.

• XML basic skills.

• Good software navigation skills.

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What’s in it For You?

• Hybrid Work Model: 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.

• 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