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Product Support Specialist

2 months ago

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

We are seeking a highly skilled Product Support Representative to join our team at Thomson Reuters Holdings Inc. As a key member of our support team, you will play a crucial role in providing exceptional product support and assistance to our valued customers.

Key Responsibilities
  • 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 and functionality.
  • Technical Troubleshooting: Diagnose technical issues reported by customers, initiate appropriate troubleshooting steps, and guide customers through basic technical problem-solving processes.
  • Product Knowledge and Continuous Learning: Develop a deep understanding of the product, stay up-to-date with any updates or changes, and 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, and document all customer interactions, issues, and resolutions accurately in the support database.
About You

We're looking for a candidate with:

  • A high school diploma or equivalent, with additional certifications or relevant education 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, and the ability to work in a fast-paced environment and handle multiple tasks efficiently.
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 comprehensive benefit plans, flexible and supportive benefits for work-life balance, and opportunities for continuous learning and development.