Product Support Specialist with Legal Tracker

Thomson Reuters is seeking a Product Support Specialist to join our Legal Tracker team in Gdansk, Poland. In this role, you will deliver high-quality product support to customers using Thomson Reuters Legal Tracker - a leading platform for e-billing, matter management, and legal performance analytics within the corporate legal industry. This position will primarily support customers across the EMEA region. As a Product Support Specialist , you will play a key role in delivering an exceptional customer experience by providing product support and training to Legal Tracker users. You will work as part of a team of legal and technical professionals committed to helping corporate legal departments and law firms maximize the value of the platform. We are looking for a customer-focused professional with strong problem-solving skills, sound judgment, and a commitment to service excellence. About the Role As a  Product Support Specialist , you will: Provide high-quality product support to users, primarily via phone and email, including support for complex issues and product functionality Deliver user training sessions to support effective onboarding and product adoption Investigate, troubleshoot, and test customer-reported issues and product defects Accurately document, track, and manage support cases and related activities Identify issues requiring escalation and coordinate with the appropriate internal teams Advise users on product best practices and optimal system usage Collaborate cross-functionally with other Legal Tracker teams to drive customer satisfaction and successful outcomes Contribute to customer retention by delivering timely, professional, and solution-oriented support Identify opportunities to enhance support, training, and adoption processes, and contribute to continuous improvement initiatives Provide feedback and advocate for product enhancements based on customer insights, product expertise, and business needs About You To be considered for the role of  Product Support Specialist , you will have: Fluent written and spoken English Minimum 1 year of experience in a call centre, customer service, or support environment Ability to manage multiple priorities effectively in a fast-paced setting Strong written and verbal communication skills, with the ability to explain information clearly and professionally Ability to handle customer issues with tact, diplomacy, and professionalism Strong analytical and problem-solving skills Preferred Skills and Experience Familiarity with legal terminology, legal processes, or the legal industry Experience working with computer systems, business applications, or databases #LI-KK1 What’s in it For You? 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. 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 financi ... (truncated, view full listing at source)