Thomson Reuters is looking for a Product Support Associate I to join the Pagero team. You will be at the forefront of the customer experience, supporting users of Pagero’s innovative software solutions. In this role, you will investigate invoice issues, troubleshoot technical questions, and resolve e-service cases using chat, phone, and a Case Management System, while educating customers on best practices.
What You'll Do
- Provide timely and effective support to customers via chat, phone, and our Case Management System
- Investigate and resolve invoice issues and e-service cases of varying complexity
- Troubleshoot software-related questions and provide guidance on Pagero’s products and services
- Educate customers on best practices for using our solutions
- Collaborate with colleagues to resolve challenging cases and share knowledge
- Document case details and resolutions accurately for ongoing improvement
- Contribute to a positive, team-oriented support environment
What We're Looking For
- Excellent verbal and written communication skills in Swedish and English
- Strong problem-solving abilities and a genuine desire to help others
- Ability to quickly learn new software and adapt to changing processes
- Experience in a customer support, help desk, or similar service-oriented role
- Comfort working in a fast-paced, dynamic environment with shifting priorities
- Strong attention to detail and organizational skills
- Successfully pass an extended background check
Nice to Have
- Previous experience supporting SaaS or cloud-based software products
- Familiarity with invoice management or e-services platforms
- Experience using ticketing or case management systems
Technical Stack
- Case Management System
Team & Environment
Join a diverse, supportive team.
Benefits & Compensation
- Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office)
- Flexibility & Work-Life Balance: Flex My Way policies, work from anywhere for up to 8 weeks per year
- Career Development and Growth: Grow My Way programming and skills-first approach
- Industry Competitive Benefits: Flexible vacation, two company-wide Mental Health Days off, access to Headspace app, retirement savings, tuition reimbursement, employee incentive programs
- Social Impact: Two paid volunteer days off annually, opportunities for pro-bono consulting and ESG initiatives
Work Mode
This is a hybrid role.
Thomson Reuters is an Equal Employment Opportunity Employer providing a drug-free workplace. We make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs.
