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 key member of our support team, you will play a critical role in providing exceptional product support and assistance to our valued customers.

Your primary responsibilities will include:

  • Customer Interaction and Issue Resolution: Respond promptly to customer inquiries via various channels, listen attentively to customer concerns, and provide accurate and comprehensive information regarding product features, functionality, and usage.
  • Technical Troubleshooting: Diagnose technical issues reported by customers and initiate appropriate troubleshooting steps. Guide customers through basic technical problem-solving processes and escalate complex technical issues to the Level 2 support team.
  • Product Knowledge and Continuous Learning: 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.
  • Customer Feedback and Documentation: 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.
  • Customer Advocacy: Advocate for the customer within the organization, conveying their needs, pain points, and suggestions to relevant stakeholders.

About You

We're looking for a highly motivated and customer-focused individual with:

  • A 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.
  • 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.

What We Offer

As a Product Support Specialist at Thomson Reuters, you will enjoy a comprehensive benefits package, including market-competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. You will also have access to flexible work arrangements, including remote work options, and opportunities for professional growth and development.

Why Thomson Reuters?

We are a global business that relies on diversity of culture and thought to deliver on our goals. We are committed to creating a workplace that is inclusive, respectful, and supportive of all employees. We offer a dynamic and challenging work environment that allows you to grow professionally and make a meaningful contribution to our organization.

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