Product Support Representative

This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. May respond to inquiries regarding a specific or more complex product (e.g. number of products, complex technologies) or a specific customer (based on customer size or revenue tied to customer, etc.). Come up with process improvement ideas and best practices to streamline the process and customer experience.

About the Role
In this opportunity as a Product Support Representative you will:

• Log and classify all calls and requests for assistance in the call tracking database.
• Respond to customers’ inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologies or multiple products) or customer (based on customer size or revenue tied to customer).
• Filter and escalate inquiries as appropriate.
• Manage the resolution process for customers relating to data and applications.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many queries as possible on the first call.

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

• Bachelor’s degree in Business Administration, Accounting, Finance or equivalent experience required;
• Minimum 2 years’ experience working in a similar capacity within the financial services industry preferred;
• Proficiency in Microsoft Office Suite applications, specifically Excel and PowerPoint;
• Strong attention to detail and organization skills;
• Ability to multitask and manage competing priorities;
• Excellent interpersonal skills and ability to interact with all levels within an organization;
• Exceptional communication skills (verbal and written);
• Outstanding problem resolution skills.

Compensation: $22.00 Hourly

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What’s in it For You?
At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:

• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; company-wide Mental Health Days Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

• Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

• Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following metro locations: Los Angeles, New York City, San Francisco, Washington, DC. The base compensation range for the role in any of those locations is $42,800 - $79,400. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.