Product Support Specialist

4 days ago

Lansing, Michigan, United States Thomson Reuters Holdings Inc Full time
About the Role

As a Product Support Specialist at Thomson Reuters Holdings Inc, you will play a vital role in delivering exceptional product support and assistance to our valued customers. Your primary responsibilities will revolve around understanding customer queries, resolving issues, and ensuring overall customer satisfaction.

Key Responsibilities:
  • Respond promptly to customer inquiries via various channels (phone, email, chat, etc.).
  • Listen attentively to customer concerns and understand the nature of their queries.
  • Provide accurate and comprehensive information regarding product features, functionality, and usage.
  • Resolve customer issues in a timely manner while adhering to established guidelines and procedures.
  • Offer guidance and step-by-step solutions to customers, ensuring they can effectively utilize the product.
  • Diagnose technical issues reported by customers and initiate appropriate troubleshooting steps.
  • Guide customers through basic technical problem-solving processes.
  • Escalate complex technical issues to the Level 2 support team, maintaining thorough documentation of the problem and actions taken.
  • Develop a deep understanding of the product and stay up-to-date with any updates or changes.
  • Keep abreast of industry trends and best practices in customer support and technology.
  • Participate in regular training sessions to enhance product knowledge and improve customer support skills.
  • Act as the voice of the customer, providing valuable feedback to improve product features and functionalities.
  • Document all customer interactions, issues, and resolutions accurately in the support database.
  • Collaborate with the team to create and update knowledge base articles for common customer inquiries.
  • Advocate for the customer within the organization, conveying their needs, pain points, and suggestions to relevant stakeholders.
  • Identify opportunities for process improvements to enhance the overall customer support experience.
About You

You're a fit for the role of Product Support Specialist if your background includes:

  • High school diploma or equivalent; additional certifications or relevant education is a plus.
  • Proven experience in customer support, technical support, or a related field is a plus.
  • Strong verbal and written communication skills.
  • Technical aptitude and the ability to troubleshoot basic technical issues.
  • Patient and empathetic when dealing with customers.
  • Ability to work in a fast-paced environment and handle multiple tasks efficiently.
  • Strong organizational and documentation skills.
  • Proficiency in using support software and ticketing systems is a plus.
What's in it for You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

  • Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from a

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