Technical Consultant

We are seeking an experienced Technical Consultant to deliver exceptional Premium Support services to our valued customers in Japan. As a trusted advisor, you will be responsible for ensuring timely issue resolution, effective communication, and a superior customer experience for our premium accounts.

About the Role

As a Technical Consultant, you will:

Customer Support & Case Management

• Serve as the primary support contact for Premium Support customers in Japan for the ONESOURCE Global Trade, Global Tax, and Legal solutions.
• Lead end‑to‑end case management, including triage, investigation, troubleshooting, and escalation as needed.
• Conduct detailed analysis to identify root causes, provide resolution steps, and ensure timely closure of issues.
• Maintain regular communication with customers, ensuring transparency, clarity, and expectation management.

Cross‑Functional Collaboration

• Work closely with global support teams, Customer Success Managers, Product Management, and Engineering to resolve customer issues efficiently.
• Coordinate with internal teams to drive improvements, escalate critical incidents, and track follow‑through until resolution.
• Act as the voice of the customer, identifying recurring issues and feeding insights into product and process improvements.

Technical Expertise & Documentation

• Develop deep product knowledge of ONESOURCE solutions, integrations, and workflows.
• Create and update customer‑facing documentation, knowledge base articles, troubleshooting guides, and internal support materials.
• Support readiness activities, including process improvements, best practice sharing, and system optimization initiatives.

Customer Experience & Relationship Management

• Manage high‑pressure or escalated customer situations with professionalism and empathy.
• Build trusted relationships with customer stakeholders through consistent service delivery and proactive engagement.
• Demonstrate flexibility, strong communication skills, and the ability to operate under tight deadlines

About You

You're a strong fit for the Technical Consultant role if you have:

• Bilingual proficiency in Japanese and English (native‑level Japanese preferred; business‑level English required).
• 3–5+ years of experience in technical customer support, consulting, or enterprise software support.
• Strong analytical and problem‑solving skills with a methodical approach to troubleshooting.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
• Experience collaborating with global and cross‑functional teams.
• High level of customer focus, with the ability to manage demanding customers and high‑stress situations.
• Strong technical orientation; ability to understand software applications, data structures, and integrations.
• Demonstrated ability to produce documentation, guides, and knowledge content.

Preferred Qualifications

• Background in global trade compliance, tax technology, or enterprise regulatory solutions.
• Experience supporting premium, strategic, or enterprise-level accounts.
• Familiarity with ticketing systems, CRM platforms, and incident management processes.

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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 flexible 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. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• 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 Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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