Product Support Associate, Customer Service and SupportThis role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. May respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (based on customer size or revenue tied to customer, etc.). Come up with process improvement ideas and best practices to streamline the process and customer experience.
About the Role
In this opportunity as a Product Support Specialist, you will:
• Provide technical assistance to clients/customers over the telephone, e-mail, chat etc. to resolve product related problems and enhance user satisfaction
• Ensure prompt resolution of customer issues by performing troubleshooting, diagnosing, and resolving technical problems
• Ability to identify recurring issues and recommend solutions to reduce impact to customers
• Work closely with cross-functional teams such as sales, marketing, development, product management, training and other groups within the organization to meet customer needs
• Manage customer expectations and ensures that all promises made to customers are delivered upon
• Monitor and report customer service metrics
• Identify opportunities for improvement and suggest best practices to implement continuous improvements
About You
You're a fit for the role of Customer Service Representative if your background includes:
• Graduate degree holder preferably in Engineering, Computer Science, Information Technology, Business Administration or equivalent
• Minimum of 2 years’ experience working in IT industry, ideally in application support, helpdesk or customer service
• Experience in working with SaaS applications or cloud-based services would be advantageous
• Good understanding of MS Windows, MS Office products and basic networking concepts
• Strong analytical and problem-solving skills
• Strong interpersonal and relationship-building skills
• Effective time management skills with ability to prioritize activities and multi-task effectively
• Strong team player with ability to collaborate across different levels and functions
• Good communication and presentation skills
• Strong customer focus with the ability to maintain a professional demeanor when dealing with difficult situations.
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
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
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.
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.