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Product Support Representative
4 months ago
Product Support Representative, Customer Service and Support
This role has a great influence on customer satisfaction. Handles customer inquiries via phone, email, or chat regarding technical issues with software, hardware, online, or electronic products.
About the Role:
In this opportunity as a Product Support Representative, you will:
Respond to customers' inquiries relating to technical issues with software, online, or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call-tracking database
May provide escalation support to junior-level staff on complex technical escalations.
Use analysis and judgment and exercise discretion in selecting methods and techniques for obtaining solutions.
Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g. technology, product development, etc.) as appropriate.
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.
Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g. subscription extension, password release).
Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs.
Inform team on product development updates and integration as necessary.
May act as a subject matter expert.
May provide work direction to resolve an escalated customer inquiry.
May coach and develop junior staff on job-specific tasks and processes.
May provide feedback to team managers on specific employee performance or concerns.
May act as an overall product contact and inform the department of changes and necessary information to properly support a specific product line.
About You
You're a fit for the role of Product Support Representative if your background includes:
The candidate is a 4-year bachelor's degree holder.
Highly proficient in spoken and written English language
Minimum of 1 year solid relevant work experience (BPO)
Have handled a customer service and/or technical support-based line of business
Strong Customer Service in a contact center background
Willing to work nigh-shift on a hybrid working model
#LI-KG1
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:
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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