Philippines Job Openings

Thomson Reuters Philippines

Helpdesk Analyst - (Hybrid)

Taguig

FULL TIME

November 4, 2024

About the role:

Provide 1st Level/Frontline support via phone, chat, and contact us support origins for Reuters customers regarding any service and technical incidents, feedback, inquiries, and various other customer service related inquires.
Engage in proactive service activities based on service and customer trends and alerting.
Engage in the feedback lifecycle process in managing feedback submission to relevant product stakeholders
Manage high-severity incident swarming and communication for hot topics and high-severity cases.
Participate in special service-related projects such as customer migrations, and upgrades
May be asked to work varying shifts. (day, evening, and overnight)
Perform break-fix activities with Reuters customers remotely
Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction
Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing

About you:

2+ years relevant experience in technical service and support environments with/or industry-standard certification and qualifications in a relevant technical field.
Bachelor’s degree and related work experience required
Experience in service and support in broadcast and new media industries a plus
Strong communication and problem-solving skills are a necessity
Strong experience performing root cause analysis in a customer support environment
Experience performing triage, management, escalation, and follow-up for various severity issues
Languages spoken: English (required), other languages a bonus (optional)
Experience with technical customer service incident management
An independent worker with excellent time management and follow-through
Ability to be highly productive, both working alone and in close collaboration within a team, able to multi-process and thrive in a fast-paced, customer driven, sometimes unpredictable—but engaging environment. Experience with or exposure to CRM Tools(e.g., Salesforce, Service Now, Zendesk) and Office 365.

#LI-JC2
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: Linked In 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.

Job Type: Full-time
Pay: Php30,000.00 - Php35,000.00 per month
Benefits:

Health insurance
Life insurance
Transportation service provided

Schedule:

Holidays
Overtime
Shift system
Weekends

Application Question(s):

How soon can you start?

Education:

Bachelor's (Required)

Experience:

Helpdesk: 2 years (Required)

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