Product Support Specialist
2 weeks ago
About the Role
We are seeking a highly skilled Product Support Representative to join our team at Thomson Reuters. As a Product Support Representative, you will play a critical 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, 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 strong background in customer support, technical support, or a related field. You should possess excellent verbal and written communication skills, technical aptitude, and the ability to troubleshoot basic technical issues. If you're passionate about delivering exceptional customer experiences and have a strong desire to learn and grow with our company, we encourage you to apply.
What's in it for You?
As a Product Support Representative at Thomson Reuters, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You'll enjoy a comprehensive benefits package, including market-competitive health, dental, and vision insurance, as well as a competitive 401(k) plan with company match. You'll also have access to ongoing training and development opportunities to help you grow your skills and advance your career.
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