Product Support Specialist
3 weeks ago
Job Description
Position Overview
Are you passionate about bringing your experience to a world-class company that is market-leading for both content and technology? We are looking for a Product Support Specialist - Bilingual Spanish/English based in Upper Mckinley, Taguig City, Philippines to provide quality product support to Thomson Reuters - Confirmation customers.
About the Role
In this opportunity as Product Support Specialist - Bilingual Spanish/English, you will:
- Act as the point of contact for troubleshooting, diagnosis, and escalation of customer support queries and field staff related to all Confirmation products via phone, email or other media.
- Resolve all technical and service issues related to Confirmation products using strong customer service, problem solving, technical thinking, and discretion to ensure customer satisfaction and business success.
- Accurately document all customer contacts, resolution steps, and gather feedback to enhance products and services.
- Meet department metrics; report and escalate issues leading to recurring technical problems.
- Continuously improve technical aptitude and customer service skills, identify workflow efficiencies, and suggest policy/procedure changes.
- Develop or suggest Knowledgebase articles for internal and external users and create support documentation as needed.
- Educate self and colleagues on new releases, test functionality, and report issues found during product releases.
- Promote usage of the public help center to encourage self-service.
- Provide customer service & technical assistance via phone, e-mail, or other media as assigned; escalate top-priority, production-critical issues.
- Achieve quality and productivity metrics while delivering a smooth customer experience and proactively learn new features.
About You
You're a fit for the role if your background includes:
- Fluent written and verbal communication in Spanish and English
- Minimum: 1 year in a customer-facing role; 2- or 4-year technical degree preferred
- Experience in customer support via phones, emails, or in person; experience with Microsoft Office
- Strong problem solving, analysis, design, and testing skills
- Quick learner, eager to leverage new technologies in a dynamic team
- Commitment to customers; proven experience owning issues to resolution
- Ability to work in a team and independently in a fast-paced environment
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