Product Support Associate

About the Role In this opportunity as a Product Support Associate , you will be the go-to expert helping customers navigate our cutting-edge software and products, all while working in a collaborative, fast-paced environment. Resolve customer inquiries via phone, email, and chat, focusing on software, hardware, and online product issues Diagnose technical problems by utilizing advanced information systems and troubleshooting tools Collaborate with internal teams to escalate and resolve complex technical issues Document all customer interactions and resolutions accurately in the system Educate customers on product features, updates, and best practices to maximize their satisfaction Maintain a high standard of professionalism and courtesy in all communications Adapt quickly to new products, technologies, and process changes About You You’re a fit for the role of Product Support Associate if you have the following required qualifications: Bachelor’s Degree Minimum of 2 years’ experience in a technical support role Broad understanding of technical support and customer service, especially handling voice support in the Contact Center industry Excellent English communication skills, with the ability to interact with both internal and external customers, including senior management Proven ability to multitask and adapt to rapidly changing environments Exceptional problem-solving and technical troubleshooting skills A positive, enthusiastic attitude and a strong team-player mindset What’s in it For You? 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. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and ESG initiatives. Making a Real-World Impact: We help our customers pursue justice, truth, and transparency by providing trusted, unbiased information to people around the world. About Us Thomson Reuters informs the way forward by bringing together trusted content and technology to help professionals make informed decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. 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. Thomson Reuters is proud to be an Equal Employment Opportunity 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. More information on requesting an accommodation is available here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com. #J-18808-Ljbffr