Product Support Specialist

2 weeks ago


Manila, National Capital Region, Philippines THOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH Full time
Product Support Associate role has influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. Provides service in a professional and courteous manner. Responds to inquiries regarding specific or complex products or customers. Suggests process improvements to streamline customer experience.

Key Responsibilities:

Provide technical assistance to clients/customers over the telephone, e-mail, chat etc.
Ensure prompt resolution of customer issues by performing troubleshooting, diagnosing, and resolving technical problems
Identify recurring issues and recommend solutions to reduce impact to customers
Work closely with cross-functional teams to meet customer needs
Monitor and report customer service metrics
Identify opportunities for improvement and suggest best practices

Requirements:

Graduate degree 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

Benefits:

Hybrid Work Model
Comprehensive benefit plans
Wellbeing resources
Culture of diversity, equality, and inclusion
Learning & Development opportunities
Social Impact programs
Purpose Driven Work

Thomson Reuters is an Equal Employment Opportunity/Affirmative Action Employer. We make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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