Product Support Specialist

Are you passionate about the chance to bring your product experience to a world class organization that is leading the way in both content and technology to serve and protect our citizens home and abroad Do you have the skills necessary to provide internal and customer facing support and training for a suite of products Then Thomson Reuters Special Services (TRSS) is looking for you!

About the Role
As a Product Support Specialist you will be responsible for supporting internal and client-facing operational programs. This role includes conducting product training activities with internal and external users performing general user service with a focus on generative and agentic AI capabilities. As the Product Support Specialist you will also be responsible for:

Training and Documentation

• Lead customer and internal product training updates and demonstration sessions including sessions on leveraging generative AI capabilities for advanced tasks.
• Develop and maintain user guides training materials and other required support materials incorporating AI tools to optimize content creation.
• Assist team members in learning generative and agentic AI capabilities.

Product Support

• Solve complex client issues with assistance from Product Support Senior/Lead/Manager.
• Stay informed about product development activities affecting product support and operation including updates related to AI technologies and tools.
• Provision and manage product accounts and credentials for clients and internal users.

Process Improvement

• Enhance operational support through PS&O process improvements leveraging AI tools to streamline workflows and increase efficiency.
• Implement new tools techniques and generative AI solutions with team guidance.
• Gather and disseminate customer feedback to support product enhancements including feedback related to generative AI-based features.

Customer Interaction

• Communicate development updates to clients and colleagues including advancements to AI applications.
• Disseminate product use reports for clients and TRSS stakeholders.
• Ensure client contracts are handled in a manner consistent with the TRSS brand and values to maintain satisfaction and retention.

About You
Youre a good fit for the role of Product Support Specialist if you have:

• Experience training research applications.
• Generative AI prompt engineering knowledge and the ability to craft effective AI prompts to achieve desired results.
• Knowledge of generative AI tools and techniques with a focus on their application in training documentation and operational support.
• Critical thinking and problem-solving skills in a service environment.
• A systematic disciplined and analytical approach to operational support.
• Effective communication skills with clients and internal stakeholders.
• Ability to learn new products through training relationship building and independent research and practice.
• Adaptability to changing priorities with team guidance.
• Ability to represent TRSS core values and Thomson Reuters Ways of Working with an emphasis on collaboration and partnership.
• U.S. Citizenship essential to comply with government contract/agency or department of Federal Government requirements.
• Ability to obtain and maintain a U.S. national security clearance.

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Whats in it For You

• Hybrid Work Model: Weve 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 tomorrows 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.

In the United States Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health dental vision disability and life insurance programs as well as a competitive 401k plan with company addition Thomson Reuters offers market leading work life benefits with competitive vacation sick and safe paid time off paid holidays (including two company mental health days off) parental leave sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally Thomson Reuters offers the following additional benefits: optional hospital accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

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. Eligible office location(s) for this role include one or more of the following: New York City San Francisco Los Angeles and/or Irvine CA; McLean VA; Washington DC. The base compensation range for the role in any of those locations is $74200 - $137800. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individuals 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.

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.

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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