Product Support Specialist

2 weeks ago

Juneau AK USA, United States Thomson Reuters Full time

About the Role

We are seeking a highly skilled Product Support Specialist to join our team at Thomson Reuters. As a Product Support Specialist, you will play a crucial role in providing 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. You will be involved in efficiently escalating complex issues to the Product Support Consultant team while providing detailed analysis and relevant information for effective resolution.

About You

To be successful in this role, you will need to have a strong background in customer support, technical support, or a related field. You should possess excellent verbal and written communication skills, as well as technical aptitude and the ability to troubleshoot basic technical issues.

You will also need to be patient and empathetic when dealing with customers, and able to work in a fast-paced environment and handle multiple tasks efficiently. Strong organizational and documentation skills are also essential.

What We Offer

As a Product Support Specialist at Thomson Reuters, you will have the opportunity to work with a globally recognized and award-winning company that is committed to equality, diversity, and inclusion. You will also have access to comprehensive benefit plans, flexible and supportive benefits for work-life balance, and opportunities for professional growth and development.

Key Responsibilities

  • Provide exceptional product support and assistance to customers via various channels (phone, email, chat, etc.)
  • Diagnose technical issues reported by customers and initiate appropriate troubleshooting steps
  • 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
  • Participate in regular training sessions to enhance product knowledge and improve customer support skills

Requirements

  • High school diploma or equivalent; additional certifications or relevant education is a plus
  • Proven experience in customer support, technical support, or a related field
  • Strong verbal and written communication skills
  • Technical aptitude and the ability to troubleshoot basic technical issues
  • Patience and empathy when dealing with customers
  • Ability to work in a fast-paced environment and handle multiple tasks efficiently
  • Strong organizational and documentation skills

Compensation

The base compensation range for this role is $42,800 - $79,400, depending on location. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

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