Product Support Specialist

Product Support Representative, TAP

The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.

As a Product Support Specialist, you will play a crucial role in providing exceptional product support and assistance to our valued customers.

Your primary responsibilities will revolve around understanding customer queries, resolving issues, and ensuring overall customer satisfaction.

Additionally, you will be involved in efficiently escalating complex issues to the Product Support Consultant team while providing detailed analysis and relevant information for effective resolution.

About the Role

Customer Interaction and Issue Resolution : Respond promptly to customer inquiries via various channels (phone, email, chat, etc.

Listen attentively to customer concerns and understand the nature of their queries. Provide accurate and comprehensive information regarding product features, functionality, and usage.

Resolve customer issues in a timely manner while adhering to established guidelines and procedures. Offer guidance and step-by-step solutions to customers, ensuring they can effectively utilize the product.

Technical Troubleshooting : Diagnose technical issues reported by customers and initiate appropriate troubleshooting steps.

Guide customers through basic technical problem-solving processes. Escalate complex technical issues to the Level 2 support team, maintaining thorough documentation of the problem and actions taken.

Product Knowledge and Continuous Learning : Develop a deep understanding of the product and stay up-to-date with any updates or changes.

Keep abreast of industry trends and best practices in customer support and technology. 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. Collaborate with the team to create and update knowledge base articles for common customer inquiries.

Customer Advocacy : Advocate for the customer within the organization, conveying their needs, pain points, and suggestions to relevant stakeholders.

Identify opportunities for process improvements to enhance the overall customer support experience.

Professionalism and Communication : Exhibit a professional and positive demeanor in all customer interactions. Communicate effectively and empathetically, ensuring customers feel valued and understood.

Follow established communication protocols and maintain a friendly and customer-centric tone.

Escalation Management : Identify issues that require Level 2 support intervention and promptly escalate them while providing clear and detailed information on the problem.

About You

• 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.
• Proficiency in using support software and ticketing systems is a plus.

Compensation : $22 Hourly

What's in it For You?

• Wellbeing : Comprehensive benefit plans; flexible and supportive benefits for work-life balance.
• Culture : Globally recognized and award-winning reputation for equality, diversity, and inclusion.
• Learning & Development : LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company.
• Social Impact : Employee-driven Business Resource Groups; paid volunteer days annually.
• Purpose Driven Work : We help uphold the rule of law and provide trusted, unbiased information.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees including health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match.

Accessibility

Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.

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