Product Support Associate, Customer Service and Support

　　The Product Support Associate resolves issues utilizing complex information systems displays excellent technical and problem-solving skills and shows high level of individual discretion to ensure customer satisfaction and Thomson Reuters Legal division's success.

　　About the Role

　　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

　　Bachelor's Degree HolderMinimum of 2 years work experienceBroad understanding of technical support and customer service handling voice support in the Contact Center industryExcellent English communication skills with ability to communicate to all levels of organization such as external/internal customers and senior managementProven ability to multitask and adapt to changeExcellent and High level problem solving and technical skillsRelentless enthusiasm for the job at hand and ability to collaborate in team setting

　　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:

　　Hybrid Work Model: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and moreWellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; work from anywhere (in country); caregiver paid time off, bereavement leave; 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 impactPurpose 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.

　　#LI-JC2

　　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.