Product Support Associate I

Thomson Reuters; Göteborgs kommun; Hybrid; SEK 360,000 - 517,000; Full time

Benefits offered by this job

Hybrid Work Model

Flex My Way policy

Career Development

Industry Benefits

Culture and Inclusion

Social Impact

Real-World Impact

Job summary

Thomson Reuters, in collaboration with Pagero, seeks a Product Support Associate I to assist customers with our cloud-based network solutions. You will handle inquiries, investigate issues, and guide users through our Case Management System via chat and phone.

A diverse, supportive team environment awaits in Madrid with hybrid work options. The role emphasizes rapid learning, problem-solving, and customer-first service, with opportunities for growth within a global tech leader and a commitment

Qualifications

• Completed upper secondary education.
• Post-secondary education in systems science, IT or technology is a merit.
• Strong interest and understanding of technology.
• Fluent in Swedish and English (written and spoken).
• Willingness to undertake shifts (occasional bank holidays).

Responsibilities

• Help customers resolve questions related to our software, including investigating invoice issues and using cases and chat.
• Guide customers through Pagero's services, teaching them how to navigate and accomplish tasks.
• Be part of a diverse team of supportive colleagues handling cases of varying difficulty.

Skills

Swedish fluency

English fluency

Technical interest

Adaptability

Education

Upper secondary education

Post-secondary IT/Systems science/technology

Job description

Job Description

Are you keen to start your professional careers in a fast-growing and global IT company, where you will get the opportunity to apply your technical interest when helping our customers get the most out of our solutions?

Pagero has recently joined Thomson Reuters. Together, we are building the world's largest, open business network. With our cloud-based network, customers can reach any business, anywhere in the world - no matter how many borders their operations may cross. We take care of the technical and regulatory requirements across the entire order-to-cash, purchase-to-pay and freight processes, to give customers data accuracy and security, transparency, and real-time visibility. All this through a single connection.

We are currently seeking a Product Support Associate I to join our office in Madrid. To thrive in this role, you adapt quickly to new tasks and are motivated by understanding the underlying factors to the problems you encounter. Furthermore, you have the will and ability to help customer and colleagues and always make an effort to deliver the best possible support.

Key Responsibilities

• Help customers resolve questions related to our software, including investigating invoice issues, troubleshooting and looking into e-service cases using chat, phone and Case Management System as your most important tools
• Work on solving issues of varying difficulty, where you pilot the customer through Pagero's services while teaching them the best ways to navigate and accomplish what they need
• Be part of a diverse team of supportive colleagues who work with cases of different levels of difficulty

Required Qualifications

• Completed upper secondary education. Post-secondary education in systems science, IT or technology is a merit
• A great interest and understanding of technology
• You speak and write fluent in Swedish and English
• Willingness to undertake shifts (occasional bank holidays)

Preferred Qualifications

• Experience from support, service or technology

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 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 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.