Technical Support Representative

2 weeks ago

Metro Manila, Philippines THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH Full time

Product Support Specialist, Customer Service and Support

This 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

Log and classify all calls and requests for assistance in the call tracking database.Respond to customers’ inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologies or multiple products) or customer (based on customer size or revenue tied to customer).Filter and escalate inquiries as appropriate.Manage the resolution process for customers relating to data and applications.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, resolving as many queries as possible on the first call.

 

About You
You're a fit for the role of Customer Service Representative if your background includes:

Bachelor’s Degree HolderMinimum of 2 years relevant work experience (BPO)Experience in supporting accounting software (must have)Broad understanding of customer service handling voice support in the Contact Center industryExcellent English communication skills with ability to communicate to all levels of organization such as external/internal customers and senior managementProven ability to multitask and adapt to changeExcellent and High level problem solving and technical skillsRelentless enthusiasm for the job at hand and ability to collaborate in team setting

 

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 connectedWellbeing: 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.

 

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