Senior Technical Support Analyst - Tax

Description

Job Summary: Work as a Senior Tax Support Analyst, providing customer support, performing simulations, tracking tickets, and generating content for the knowledge base. Key Highlights: 1. Customer support via ticketing system and telephone 2. Performing error simulations and tracking tickets 3. Generating content for the knowledge base (FAQs) **Senior Technical Support Analyst \- Tax** *Are you looking to advance your career and work as a Senior Tax Support Analyst at a technology industry leader? Join us!* Thomson Reuters combines human expertise, technology, and intelligence to deliver trusted answers that help professionals make confident decisions and better manage their businesses. We help reinvent how professionals work — our team of specialists brings together information, innovation, and insight to unravel complex situations across Tax, International Trade, Accounting, and Legal markets, supporting our customers in making informed decisions. **About the Role** In this role, as a Senior Tax Support Analyst, you will: * Provide customer support via ticketing system and telephone to clarify functional/technical questions related to the product; * Perform error simulations related to the supported system within the internal test environment to reproduce the same incident reported by the customer; * Continuously track tickets to understand the incident with a focus on resolution; * When necessary, remotely access the customer’s system or contact the customer by telephone to identify the root cause of the incident when it cannot be reproduced in the internal test environment; * Submit internal requests to the Development Team for correction of identified incidents; * Classify tickets by identifying the root cause of the incident; * Manage multiple tasks simultaneously; * Generate knowledge base content by creating FAQs; * Work toward defined goals and performance tracking. **About You** You are a strong fit for the Senior Tax Support Analyst role if you possess the following required qualifications: ‌ * Experience in support environments related to Electronic Fiscal Documents (DF\-e) and fiscal messaging platforms; * Database knowledge;‌ ‌ * Experience with system integration;‌‌ Other preferred qualifications include: * Experience with corporate ERPs such as Oracle EBS, Oracle Cloud, SAP, or similar solutions; * Knowledge of PL/SQL.‌‌ \#LI\-RB1 **What We Offer** * **Hybrid Work Model:** We adopt a flexible hybrid workplace (2\-3 days per week in the office, depending on the role) for office-based positions, ensuring an integrated and consistent experience both digitally and in person. * **Flexibility and Work-Life Balance:** ""Flex My Way"" is a set of policies designed to support the management of personal and professional responsibilities — whether caring for family, participating in community activities, or dedicating time to rest and personal renewal. These policies are grounded in our flexible work approach, enabling employees to work from anywhere for up to 8 weeks per year, thereby achieving an ideal balance between work and personal commitments. * **Professional Development and Growth:** We foster a culture of continuous learning and skill development, preparing our talent to tackle future challenges and deliver real-world solutions. Our ""Grow My Way"" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. * **Competitive Industry Benefits:** We offer comprehensive benefit plans including medical and dental coverage, two corporate mental health holidays, performance incentive programs, and resources supporting mental, physical, and financial well-being. * **Culture:** Globally recognized for inclusion and belonging, flexibility, and work-life balance. We live our values: obsession with our customers, competing to win, challenging (your and our) thinking, acting fast and learning fast, and being stronger together. * **Social Impact:** Make an impact in your community through our Social Impact Institute. We offer all employees two paid volunteer days annually and opportunities to engage in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. * **Making Real-World Impact:** We are one of the few global companies helping our customers pursue justice, truth, and transparency. Working alongside the professionals and institutions we serve, we contribute to sustaining the rule of law, fostering commerce, detecting offenders, reporting facts, and delivering reliable, impartial information to people worldwide. **Who We Are** Thomson Reuters lights the way forward by bringing together trusted content and the technology people and organizations need to make the right decisions. We serve professionals in legal, tax, accounting, compliance, government, and media sectors. Our products combine highly specialized software and information to empower professionals with the data, intelligence, and solutions they need to make informed decisions and help institutions pursue justice, truth, and transparency. The Reuters News Agency, part of Thomson Reuters, is a global leader in journalism and trusted news. We rely on the talent of 26\.000 employees across more than 70 countries, where everyone has the opportunity to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we remain committed to pursuing them. Interested? Join our team and help shape the industries driving societal progress. As a global company, we rely on the unique knowledge, perspectives, and experiences of all our employees to achieve our business goals. To ensure we can do so, we seek talented and qualified employees across all our global operations, regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, or any other classification protected by applicable law. Additionally, we provide accommodations for individuals with disabilities and those with sincerely held religious beliefs, in accordance with applicable legislation. You can find more information about how to request an accommodation here. Learn how to protect yourself from fraudulent job postings here. For more information about Thomson Reuters, visit our website at thomsonreuters.com