Thomson Reuters Looking For Customer Support (US Law), Reference Attorney at Hyderabad, Telangana, Full Time

Reference Attorneys play an important role in the global support of Thomson Reuters’ products, with a primary focus on supporting US-based lawyers in using Westlaw, the world’s leading provider of information to the legal community. If you excel at legal research, digging for answers, finding creative solutions to difficult issues, and partnering with professionals, you may have what it takes to succeed as a Reference Attorney.

Every day brings a new challenge as Reference Attorneys research relevant and cutting-edge issues. We are expert legal researchers and use our knowledge of and experience with the law & US legal system to help our customers find the answers they need. Reference Attorneys take pride in their research and problem-solving abilities and work hard to educate our customers on how to get the most out of Thomson Reuters’ products.

Reference Attorneys work in a fast-paced, high-volume environment that continuously evolves to meet the demands of our customers while maintaining an industry-leading level of service. Our customers include top global law firms, U.S. government agencies, and multi-national corporations. We also partner closely with our sales and account management, editorial, and product development teams to connect our customers’ needs with our business objectives.

About The Role

In this opportunity as a Reference Attorney, you will:

• Partner with customers in real-time, discuss their legal research projects, and craft research solutions tailored to their needs
• Educate customers on research strategy, content offerings, and product functionality
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
• This particular role will work during US Shift (Shift starts post 8 pm in India)

About You

You’re a fit for the role of Reference Attorney if you have/are:

• Law degree from accredited law school and bar admission to practice law
• Excellent written communication and strong customer service skills
• Computer and online systems proficiency with ability to multitask while supporting customers via live chat
• Open to feedback and working closely with management and training staff for continuous growth and development

Required Education/Skills/Knowledge:

• Law degree equivalent and license to practice law from any state/province/territory
• Strong understanding of legal research methodology (e.g. issue spotting, causes of action, claims for relief)
• Strong familiarity with legal research platforms and online legal research
• Excellent written communication and customer service experience, including the ability to analyze complex legal issues and convey relevant/responsive information to customers in real-time
• Computer and online systems proficiency with ability to multitask while supporting customers via live chat
• Open to feedback and working closely with management and training staff for continuous growth and development
• Ability to receive the customer’s question and understand the potential array of solutions to move research forward based on knowledge of the product and the legal system

Preferred Knowledge/Skills/Experience

1 – 2 years of prior legal experience preferred

Basic understanding of US legal system and court structures (including federal and state jurisdictions and appellate process) and the US legislative process

Basic understanding of major subject matter areas in the US legal system including, but not limited to: civil procedure, criminal law and procedure, constitutional law, contract law, torts/personal injury, family law, and alternative dispute resolution

Fluency in US legal terminology/phrases and “terms of art”

Basic understanding of legal precedent as well as primary and secondary authority in US legal system

Understanding of citator services (e.g. KeyCite)

Prior customer service experience is helpful, but the key to success is the ability to:

Take ownership of difficult issues with confidence and definitive solutions 

Proactively take initiative to seek creative solutions while balancing business interests (asking questions, coming up with next steps/approaches).

Be expressive, genuine, and friendly while working in a customer-facing role

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.