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Editiorial Helpdesk Analyst

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Thomson Reuters

Jan 10, 2025

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Media & Journalism
  • Manila

Requirements

  • 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).

Responsibilities

  • 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 inquiries.
  • 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.

FAQs

What is the primary responsibility of the Editorial Helpdesk Analyst?

The primary responsibility of the Editorial Helpdesk Analyst is to provide best-in-class customer support for Reuters' global clientele and distribution partners, managing and resolving inquiries related to content, coverage, and delivery systems.

What qualifications are required for this position?

A Bachelor's degree is required, with a focus on Journalism or Mass Communication being a plus. Additionally, 2+ years of experience in customer service management is preferred.

Is experience in an editorial or publishing environment necessary for this role?

Yes, experience in an editorial or publishing environment is preferred, particularly for customer service management.

What are the communication expectations for this role?

The role requires fluency in English, both spoken and written. Strong communication skills, including the ability to clearly convey information and check for understanding, are essential.

What tools and software should a candidate be familiar with?

Candidates should be familiar with CRM tools, Outlook, Office 365, and Power BI. Knowledge of editorial processes and products is a plus.

Are there specific work schedules or shifts involved in this position?

Yes, the position requires flexibility to work any shift schedule, including morning, mid, and night shifts.

What support does the company provide for employee wellbeing?

The company offers comprehensive benefit plans, including flexible vacation, mental health days off, work-from-home options, a Headspace app subscription, and resources for mental, physical, and financial wellbeing.

How does the company promote inclusivity and employee growth?

The company promotes inclusivity through a globally recognized culture of diversity and offers learning and development opportunities such as LinkedIn Learning access and participation in internal Talent Marketplace projects.

What is the company's stance on social impact and community involvement?

The company encourages social impact through employee-driven Business Resource Groups, paid volunteer days, and Environmental, Social, and Governance (ESG) initiatives for local and global impact.

How does this role contribute to the company's mission?

The Editorial Helpdesk Analyst helps maintain customer satisfaction and support operations that contribute to the company's mission of delivering trusted, unbiased information and upholding values such as justice, truth, and transparency.

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Thomson Reuters

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).