Product Support Specialist, Bilingual – Mandarin

Job Description
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you

Join our team We are looking to add a new Customer Support Representative - Bilingual Mandarin/English based in Taguig City, Philippines that will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.

The team will provide support to customers globally. This position will operate on the following shift pattern (Monday to Friday): 7:00pm to 3:00am CST.

This position will require 2-3 months of training (Monday to Friday) in US hours 08:00am to 05:00pm CST.

About The Role
In this opportunity as Customer Support Representative - Bilingual Mandarin/English, you will:

• Act as 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 types as available.
• Resolve all technical and service issues related to all Confirmation products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.
• Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services.
• Achieve all department assigned metrics.
• Report and escalate issues leading to recurring technical problems.
• Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.
• Develop or suggest Knowledgebase articles for internal and external users.
• Create support documentation for troubleshooting, training, and other areas as needed.
• Educate self and colleagues on new releases, test functionality and report on issues found during product releases.
• Promote usage of our public help center to users to encourage self-help on support queries.
• Provide customer service & technical assistance to customers via phone, e-mail, or other media types as assigned.
• Troubleshoot and solve basic common user problems in real time, including navigation problems, browser-related issues.
• Escalate top priority, production-critical issues.
• Achieve quality and productivity metrics while providing an effortless customer experience.
• Proactively learn new features and enhancements to existing products to effectively support existing users.

About You
You're a fit for the role of Customer Support Representative - Bilingual Mandarin/English if your background includes:

• Fluent written and verbal communication skills in Mandarin and English
• Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
• Experience in customer support via phones, emails or in person.
• Experience working with Microsoft office suite.
• Strong problem solving, analysis, design, and testing skills.
• Quick learner, eager to leverage new technologies in a dynamic team environment.
• Commitment to customers.
• Proven experience owning issues to resolution.
• Work as part of a team & independently in a dynamic, fast-paced environment.

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 Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally 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.

About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. 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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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 here.

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