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. As part of this role you will conduct product training activities with internal and external users and perform general user service. As the Product Support Specialist, you will also be responsible for:

Training and Documentation 

• Develop and maintain user guides, training materials, and other required support materials
• Lead customer and internal product training, update, and demonstration sessions
• Coordinate third-party training for employees and clients
• Assist new team members in learning PS&O processes and procedures

Product support 

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

Process Improvement

• Enhance operational support through PS&O process improvements
• Implement new tools and techniques with team guidance
• Gather and disseminate customer feedback to support product enhancements

Customer Interaction 

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

About You

You’re a good fit for the role of Product Support Specialist if you have:

• Knowledge of graph databases and network analysis
• Experience training research applications
• 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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What's in it For You?

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 match. In 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.

For any eligible US locations, unless otherwise noted, the base compensation range for this role is $64,400 - $119,600.

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 individual’s 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.


This job posting will close 04/28/2025.

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.