Application Analyst (Ciudad Juárez)

Application Analyst - ONESOURCE Indirect Tax Determination - Mexico

We have an exciting opportunity at Thomson Reuters as an Application Analyst On joining our business, you will undergo an intensive product training bootcamp. You will also have the opportunity to work alongside and learn from a variety of teams within the business.

ONESOURCE Indirect Tax Determination provides a comprehensive worldwide solution for the efficient and consistent calculation and recording of indirect tax liability. As the Team provides support 24/7 there might be a need to occasionally participate in weekend rota schedule between 8:00 to 18:00 (Mexico Time).

About the Role

• Receive inbound calls and facilitate web-based sessions using Microsoft Teams to assist customers in troubleshooting and resolving concerns with ONESOURCE Indirect Tax products.
• Communicate clearly and effectively with end users, team members, internal stakeholders and management to quickly resolve issues and ensure customer satisfaction.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate company policies and procedures to respond to routine customer issues.
• Identify and solve complex issues using existing policies and procedures.
• Use general professional or specialized knowledge to solve routine problems.
• Good understanding of our Indirect Tax customers, their needs and priorities.

About you

• 1-2 years of experience providing technical support for enterprise class software.
• Possess strong oral/written communication (English) skills and the ability to remain professional in all circumstances.
• Quick learner with strong research, problem solving, and troubleshooting skills with the ability to learn new technologies quickly.
• Thrive in a fast-paced, collaborative and high-pressure environment.
• Experience with ONESOURCE Indirect Tax Determination (a.k.a. Sabrix), Vertex or Avalara (desired not required).

What's in it For You?

• Hybrid Work Model : We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance : Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our versátil work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth : By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits : We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture : Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Social Impact : Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and ESG initiatives.
• Making a Real-World Impact : We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.