Editiorial Helpdesk Analyst

Editorial Helpdesk Analyst, Frontline Editorial Helpdesk

As an Editorial Helpdesk Analyst at Reuters, you will be the cornerstone of our customer support system, providing best-in-class service and customer support for our global clientele and distribution partners. This role combines editorial expertise with strong communication skills to manage and resolve inquiries related to Reuters' content, coverage, and delivery systems, covering video, text, pictures, graphics, and online content. You'll be instrumental in maintaining our reputation for excellence in customer service.

About the Role

• Provide 1st Level/Frontline support via phone, chat, and contact us support origins for Reuters customers regarding editorial incidents, feedback, inquiries, and various other customer service related inquires.
• Engage in proactive service activities based on service and customer trends and alerting.
• Manage high-severity incident swarming and communication for hot topics and high severity cases.
• Work with resolution teams on major, elusive, or reoccurring issues that affect customer satisfaction.
• Maintain awareness of relevant news, technical, and product trends through self-learning/study, training classes and job shadowing

About You

• Bachelor’s degree required with equivalent work experience; Journalism and/or Mass Communication is a plus.
• 2+ years of experience in customer service management, preferably in an editorial or publishing environment.
• Fluency in English speaking, reading, and writing; additional language skills beyond English are a plus.
• Good understanding of the customer, customer needs, and priorities.
• Communicates information clearly, asks questions, and checks for understanding with strong analytical and problem-solving skills.
• Familiar with CRM tools, Outlook, Office 365, and Power BI, Knowledge of editorial processes and products is a plus.
• Amenable to working any shift schedule (Morning, Mid shift, and Night shift).

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• 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

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.