Job Description

Product Support Specialist (Digita IT)

Job Description:

We have an exciting opportunity at Thomson Reuters as a Product Support Specialist, a role that blends technology with tax and accounting. Upon joining our business, you will undergo an intensive product training bootcamp and have the opportunity to work alongside and learn from a variety of teams within the organization.

We are an application support team based in Gdańsk that focuses on providing quality service to customers of the Thomson Reuters DIGITA and ONVIO suites. These suites are tax and accounting compliance software solutions that enable professional firms and corporate organizations to remain compliant, achieve increased automation and accuracy, and maximize efficiencies within their workflows.

The team primarily supports EMEA-based customers with a strong focus on the UK market.

Working Hours: 8-hour shift pattern between 10:00 to 18:00, Monday to Friday.

Key Responsibilities:

• Technical Support: Respond to and resolve IT-related queries raised by customers using our applications via phone, email, or case comments.
• Documentation: Concisely and accurately document support request information, paying particular attention to problem descriptions, resolutions, user reactions, and follow-up actions.
• Collaboration & Escalation: Interact with colleagues to resolve customer issues effectively and timely, utilizing internal resources and escalating issues to the Technical Team Lead or Manager when needed.
• Knowledge Sharing: Ensure common and recurring queries have documented Knowledge Base Articles.
• System Maintenance: Maintain correct and up-to-date client contact details within internal systems.
• Continuous Learning: Maintain up-to-date IT product knowledge across all supported software products.

Required Qualifications:

• Excellent level of English (C1 or C2 level).
• Strong IT background (hardware, operating systems, software).
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Proven ability to collaborate and work effectively as part of a team.

Preferred Qualifications:

• Knowledge of or experience with SQL Server, Virtual Machines (VMs), Networks, or Cloud Technologies.
• Experience with Software Testing.
• Background or familiarity with Tax, Accounting, or Audit processes.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment 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 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.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. For Poland, the base compensation range for this role is 67,900 PLN - 126,100 PLN. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com

We welcome applications to our full-time vacancies from all citizens who have been granted protection within the territory of the Republic of Poland under the EU Temporary Protection Directive (subject to proof of status). This is inclusive of:

• Ukrainian citizens and their family members residing in Ukraine before 24 February 2022
• Third country citizens and stateless persons and their family members with international or equivalent national protection in Ukraine, who had a valid residence permit in Ukraine on 24 February 2022
• Citizens of other third countries who were permanent residents in Ukraine on 24 February 2022 in accordance with Ukrainian regulations and who cannot safely and permanently return to their country