Customer Support Agent - German Speaking

We are looking to establish a new Customer Support Team based in Gdańsk that will focus on providing a quality product support service to customers of Confirmation, part of Thomson Reuters.

Confirmation, now part of Thomson Reuters, is the digital platform and global network trusted by audit firms, banks, law firms, and credit managers to quickly and securely verify financial data. Confirmation invented electronic confirmations nearly 20 years ago, reshaping the audit confirmation process. Today, Confirmation helps 1.5 million users across 170 countries confirm more than $1 trillion in financial data every year. 

The team will provide support to our customers globally.

These positions will operate on the following shift pattern (Monday to Friday): 10:00 to 18:00 (Polish Time)

​

About the Role

The Customer Support Agent (German Speaking) will primarily be responsible for guiding our customers through the four-step process from adding a client to initiating a confirmation.

Duties and Responsibilities:

• Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries related to all Confirmation products (e.g., application functionality, pricing queries, turnaround time) via phone, email or live chat

• Concisely and accurately document support request information in client relationship management system (Salesforce), paying particular attention to problem description, resolution, linking cases to the right contact and follow up action

• Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties

• Learn to use all available resources and how to test the platform to aid in making recommendations or troubleshooting with our users

• Collect and forward feedback to design and development to facilitate continuous product improvement

• Promote usage of our public help center to users to encourage self-help on support queries

• Appropriately escalate cases to the Advanced Solutions and/or Product...