FAQs
What is the role of the Editorial Helpdesk Lead?
The Editorial Helpdesk Lead is responsible for managing editorial customer service operations, overseeing a team of support professionals to ensure high-quality assistance for editorial products and services.
What qualifications are required for this position?
A Bachelor's degree is required, preferably in Journalism or Mass Communication, along with 5+ years of experience in customer service management, preferably in an editorial or publishing environment.
What skills are important for the Editorial Helpdesk Lead?
Important skills include team leadership, process optimization, strong analytical and problem-solving skills, and familiarity with CRM tools, Outlook, Office 365, and Power BI.
What types of issues will the Editorial Helpdesk Lead manage?
The Editorial Helpdesk Lead will manage high-severity incidents, coordinate communication for critical issues, handle escalated complaints, and work to ensure customer satisfaction.
Is fluency in languages other than English a requirement?
Fluency in English is required, and additional language skills beyond English are considered a plus.
What is the work schedule for this position?
The position is amenable to working any shift schedule, including morning, mid-shift, and night shifts.
What initiatives will the Editorial Helpdesk Lead implement?
The Editorial Helpdesk Lead will implement proactive service initiatives based on customer trends, develop performance improvement programs, and refine standard operating procedures.
What does a typical day look like for the Editorial Helpdesk Lead?
A typical day includes reviewing incident reports, conducting team meetings, responding to escalated complaints, analyzing issues, and preparing performance reports for management.
Are there opportunities for professional development?
Yes, employees have access to LinkedIn Learning, a talent marketplace for cross-company projects, and other professional growth resources.
What type of company culture does Thomson Reuters promote?
Thomson Reuters promotes an inclusive culture focused on diversity, equality, and social impact, while maintaining a commitment to work-life balance and employee wellbeing.