Research Specialist

To provide professional, consultative research support to customers of a diverse portfolio of legal and tax & accounting products, helping them to find the answers they need to be successful. In response to inbound (telephone, email and live chat) customer queries, this position will focus on facilitating and increasing usage of our online research products and encouraging customer loyalty by providing efficient, professional and courteous research assistance and product education to our customers. Additional responsibilities include escalating issues when necessary and providing product feedback to other groups within the business.

This role may also expand into the technical and expertise-driven support of Thomson Reuter’s world class legal- and tax & accounting-AI tool, CoCounsel. CoCounsel streamlines, and often automates, tasks that would otherwise take hours to weeks to complete using traditional methods. Your product mastery and technical savviness will allow our customers to maximize their efficiency and adopt a tech-forward approach that will enable the best possible outcomes for their clients and projects.

About the Role:

• answering incoming calls, emails and live chats from external customers and internal users and ensuring they receive a satisfactory solution, by: assisting customers in clarifying their questions; locating content in our various products; recommending appropriate search strategies based on the customer’s need for information; explaining the features, benefits, and editorial enhancements of our online products;
• adopting a customer-focused philosophy by providing impactful answers to customers at industry-leading turnaround times;
• acting as a liaison between our customers and Thomson Reuters Segment Groups by: escalating content and functionality issues using the established processes; sharing customer feedback and enhancement requests with the appropriate Segment;
• participating in product training programs and remaining up to date on new enhancements to our products and new legal trends;
• ensuring that customer interactions are captured in our customer relationship management system;
• participating in testing of new and existing electronic products and assisting with training and documentation development when required; and
• performing other duties as assigned.

About You

• a recognized Common law or Civil Law degree from a Canadian university or equivalent Canadian accreditation, and membership in good standing in a Canadian provincial or territorial law society are preferred; however, a candidate without such credentials who can demonstrate strong legal knowledge and research skills may also be considered;
• knowledge of Canadian tax law and/or Canadian accounting would be a strong asset;
• 1 to 2 years of legal and/or accounting experience;
• proficiency in English and French (speaking, reading and writing);
• outstanding work ethic – constant dedication to timeliness, accuracy, and expanding your professional depth and scope is essential
• unshakable customer focus, including ability to empathize with their perspectives, to understand their requirements and to advocate for their needs internally; excellent customer service, interpersonal communication, and telephone skills
• ability to ask clarifying questions and to direct the conversation towards solutions
• ability to work independently and efficiently
• ability prioritize and juggle multiple tasks in a fast-paced environment
• excellent administrative and organizational skills and an ability to troubleshoot problems effectively in a customer focused manner;
• superior research and writing skills; and
• remarkable tech savviness– highly adaptable to new technologies released at an energetic pace, familiarity with market standard document management and CRM solutions, and a genuine interest in supporting and advancing AI adoption

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What’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 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.

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