Agent au soutien/Support Agent

Thomson Reuters; Montreal; Remote; CAD 25,000 - 39,000; Full time

Benefits offered by this job

Vacation flexible

Two Mental Health Days off

Headspace app access

Retirement savings plan

Tuition reimbursement

Employee incentive programs

ESG initiatives

Job summary

Thomson Reuters recherche un agent de service à la clientèle 100% à domicile pour soutenir ses logiciels fiscaux. Vous répondrez par téléphone et courriel, enregistrerez les requêtes et participerez aux tests de contrôle qualité.

Le poste nécessite au moins 1 an d'expérience en service client, une formation universitaire ou équivalente, et une connaissance du cycle comptable; le bilinguisme FR/EN est un atout majeur.

Qualifications

• Minimum d'1 an d'expérience dans le service à la clientèle.
• Baccalauréat ou expérience équivalente.
• Bonnes connaissances du cycle comptable et/ou expérience en bureau comptable (atout).
• Souhaite apprendre de nouveaux produits selon les besoins de la clientèle.

Responsibilities

• Provide support to clients by telephone and email for tax software.
• Log requests from clients with respect to issues encountered.
• Participate in software quality control testing.
• Apply active listening skills to diffuse tense interactions.
• Work 100% from home.

Skills

Service client

Bilingue FR/EN

Communication orale et écrite

Gestion des priorités

Education

Baccalauréat ou expérience équivalente

Tools

H&R Block tax course (ATOUT)

Job description

Job Description:T CHES ET RESPONSABILITÉS:Assurer le soutien de logiciel par téléphone et courriel pour notre gamme de logiciels d’impôtsAppliquer les directives et procédures de l’entreprise pour résoudre les problèmes rencontrés habituellement par les clientsEnregistrer les requêtes des clientsParticiper au contrôle de qualité de nos logicielsIdentifier et enregistrer les problèmes récurrents rencontrés par les clientsFaire preuve d’écoute afin de prévenir d’éventuels échanges tendus avec la clientèleLe travail se fait à 100% à partir de votre domicileKey Responsibilities:QUALIFICATIONS REQUISES:Bilinguisme (Français et Anglais) est un atout, notre clientèle étant en partie hors-QuébecDisponibilité à effectuer des heures supplémentairesDisponibilité à travailler les fins de semaine en saison d’impôtsÊtre polyvalentSavoir travailler en équipe,Grandes capacités d’organisation et de gestion des prioritésFaire preuve d’efficacité même sous pressionExcellentes capacités à communiquer tant à l'oral qu'à l'écritProposer des solutions innovantes pour résoudre les problèmesAvoir le désir d’apprendre de nouveaux produits en fonction des besoins de la clientèleEXIGENCES:Minimum de 1 an d’expérience pertinente dans le domaine du service à la clientèleBaccalauréat ou expérience équivalenteATOUTS:Diplôme universitaire en fiscalité ou autre domaine pertinent (comptabilité, finance, gestion, administration)Bonne connaissance du cycle comptable et/ou expérience dans un bureau comptableDiplôme des cours d’impôt de H&R BlockIntérêt pour les impôts ou la fiscalitéConnaissance en matière d’impôts sur le revenu des sociétés (T2/CO-17) et/ou fiducie (T3/TP-646)-DUTIES AND RESPONSIBILITIES:Provide support to clients by telephone and email for our various tax softwareApply company policy and procedures to resolve customer issuesLog requests from clients with respect to the issues they encounterParticipate in software quality control testingIdentify and log issues reported by clientsApply active listening skills to diffuse a potentially tense customer interactionWork will be performed 100% from homeRequired Qualifications:EDUCATION AND/OR EXPERIENCE:Minimum of 1 year of relevant work experience in customer serviceBachelor’s Degree or equivalent experienceASSETS:University degree in taxation or related field (accounting, finance, administration)H&R Block tax course graduateGood knowledge of the accounting cycle and/or experience in an accounting officeInterest for taxationPreferred Qualifications:Bilingualism (French and English) is an assetDemonstrated ability to work collaboratively and cross-functionallyStrong time management skills and ability to manage multiple prioritiesAbility to perform well under pressureGood communication (verbal & written)Strong problem-solving abilitiesAbility to generate innovative approaches and solutions to problemsTeam player with a flexible attitude and approachWillingness to learn additional products and services as needed to meet client demands#LI-D2EWhat’s in it For You?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.About UsThomson 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.Learn more on how to protect yourself from fraudulent job postings here.More information about Thomson Reuters can be found on thomsonreuters.com