Product Support Associate

4 days ago

Manila, National Capital Region, Philippines Thomson Reuters Full time

Join to apply for the Product Support Associate role at Thomson Reuters

Overview

As a Product Support Associate, you will be the go-to expert helping customers navigate our software and products in a collaborative, fast-paced environment within Thomson Reuters Legal division. You will solve complex technical challenges and deliver exceptional customer experiences, contributing to customer satisfaction and the success of an industry leader.

Responsibilities
  • 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 satisfaction
  • Maintain a high standard of professionalism and courtesy in all communications
  • Adapt quickly to new products, technologies, and process changes
About You
  • 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: Flexible hybrid environment (2-3 days a week in the office, depending on the role).
  • Flexibility & Work-Life Balance: Policies to support personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
  • Career Development and Growth: Culture of continuous learning with tools to grow, lead, and thrive in an AI-enabled future.
  • Industry Competitive Benefits: Comprehensive benefits including flexible vacation, mental health days, Headspace access, retirement savings, tuition reimbursement, and wellbeing resources.
  • Culture: Inclusion, belonging, and values focused on the customer, innovation, and collaboration.
  • Social Impact: Paid volunteer days and opportunities to engage in ESG initiatives.
  • Making a Real-World Impact: Support for justice, truth, and transparency through trusted information and services.
About Us

Thomson Reuters informs the way forward by bringing together trusted content and technology to help professionals make informed decisions across legal, tax, accounting, compliance, government, and media sectors. Our products combine software and insights to empower professionals and uphold the rule of law, truth, and transparency. Reuters, part of Thomson Reuters, is a leading provider of trusted journalism and news. We are a global company with 26,000 employees across 70+ countries, offering flexible work environments.

As an Equal Employment Opportunity Employer, Thomson Reuters provides a drug-free workplace. We 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. Learn more about Thomson Reuters at thomsonreuters.com.


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