Product Support Associate

Are you passionate about solving complex technical challenges and delivering exceptional customer experiences Imagine joining a dynamic team where your problem-solving skills and technical expertise directly impact customer satisfaction and the success of an industry leaderThomson Reuters Legal division.

As a Product Support Associate youll be the go-to expert helping customers navigate our cutting-edge software and products all while working in a collaborative fast-paced environment.

About the Role
In this opportunity as aProduct Support Associate you will:

• Resolvecustomer inquiries via phone email and chat focusing on software hardware and online product issues
• Diagnosetechnical problems by utilizing advanced information systems and troubleshooting tools
• Collaboratewith internal teams to escalate and resolve complex technical issues
• Documentall customer interactions and resolutions accurately in the system
• Educatecustomers on product features updates and best practices to maximize their satisfaction
• Maintaina high standard of professionalism and courtesy in all communications
• Adaptquickly to new products technologies and process changes

About You
Youre a fit for the role ofProduct Support Associateif you have the following required qualifications:

• Bachelors Degree
• Minimum of 2 years experience in a technical support role
• Broad understanding of technical support and customer service especially handling voice support in the Contact Center industry
• Excellent English communication skills with the ability to interact with both internal and external customers including senior management
• Proven ability to multitask and adapt to rapidly changing environments
• Exceptional problem-solving and technical troubleshooting skills
• A positive enthusiastic attitude and a strong team-player mindset

#LI-HB1

• Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.

• Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally 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.