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Product Support Specialist
$70k-93k (estimate)
Full Time
6 Days Ago
Reuters News Agency is Hiring a Product Support Specialist Near Irvine, CA
Job DescriptionProduct Support Representative, TAPAs 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 RoleIn this opportunity as Customer Support Representative, you will utilize:
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:
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 location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $38,900 - $72,200. 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.
This job posting will close 10/31/2024.
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.
Protect yourself from fraudulent job postings click here to know more.More information about Thomson Reuters can be found on https://thomsonreuters.com.
About The RoleIn this opportunity as Customer Support Representative, you will utilize:
- 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.
- 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.
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:
- Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- 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: Ten 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.
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 location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $38,900 - $72,200. 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.
This job posting will close 10/31/2024.
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.
Protect yourself from fraudulent job postings click here to know more.More information about Thomson Reuters can be found on https://thomsonreuters.com.
Job Summary
JOB TYPE
Full Time
SALARY
$70k-93k (estimate)
POST DATE
09/11/2024
EXPIRATION DATE
10/06/2024
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If you are interested in becoming a Product Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Product Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Product Support Specialist job description and responsibilities
Product support specialists work as part of the technical team to create optimum customer satisfaction, leading to long term relationships.
02/21/2022: Laramie, WY
Sometimes product support specialists also do training sessions, assist with product launches, or complete support on-site.
01/25/2022: Worcester, MA
Develop knowledge bases and FAQs for product support activities.
01/24/2022: Las Vegas, NV
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Product Support Specialist jobs
Use tools that boost speed and efficiency.
02/07/2022: Montgomery, AL
Measure and analyze customer feedback.
01/21/2022: Killeen, TX
Listen, understand and take action.
03/08/2022: Pensacola, FL
Step 3: View the best colleges and universities for Product Support Specialist.
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