Technical Client Manager

Technical Client Manager

This role is to provide second level support within a call or contact center on either selected products/customers or broad scope of products for technical issues related to software, online or electronic products, and may act in a supervisory capacity. This role is the point of contact for escalated and more complex issues on product functionality. This role may include customer contact, interacting directly with customers if it facilitates a more immediate resolution of a client issue. The roles serves as subject matter expert for products and/or processes. This role may provide overall work direction to junior level roles. May provide coaching on career and job development to junior staff. May include quality monitoring and follow up of customer calls

About the Role
In this opportunity as Technical Client Manager, you will:

• Act as an escalation point for product queries that cannot be solved by the first level
• Provide direct telephone support to customers when required.
• May provide overall work direction to junior level staff including staffing of queues, quality monitoring and wider feedback on employee performance in a supervisory capacity.
• May provide coaching on career development and overall performance to junior staff.
• Uses analysis and judgment in recommending methods and technique for obtaining solutions.
• Exchange information and share knowledge with the team to maximize knowledge and the effectiveness of group.
• Conduct analysis of escalated issues and work with appropriate Thomson Reuters departments for resolution (e.g. technology, product development, etc).
• Facilitate development workshops for staff to raise the overall knowledge and skill levels.
• Ensure the upkeep of the knowledge databases on designated products to maintain its relevance and pertinence.
• Act as a subject matter expert on all products and processes.
• Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g. subscription extension, password release).

About You
You're a fit for the role of Technical Client Manager if your background includes:

• 4-year college degree required
• Legal background within the law or around its technology/tools appreciated
• Demonstrated knowledge of Windows and common Office applications
• Knowledge of current core online technologies, e.g., extranets, portals, etc.
• Working understanding of TCP/IP and data communications technologies, experience with HTML
• Familiarity with data center operations issues (disaster recovery, backup, security)
• Ability to build and manage customer relations and conduct formal customer presentations
• Proven business aptitude including project management, problem solving, and resource integration

What's 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’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

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, 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 café networking.

Social Impact: Ten 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’ve never talked about with as much pride as we should – 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.

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In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health