Product Support Associate (Remote)

Summary:

As a Product Support Associate you will have a direct impact on customer satisfaction by providing timely professional and courteous technical assistance supporting our SurePrep software. You will handle customer inquiries via phone and/or chat focusing on resolving inquiries efficiently and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers deliver high-quality support and collaborate with internal teams to contribute to ongoing product improvements.

About the Role

• Respond promptly and professionally to customer inquiries via phone and/or chat delivering exceptional technical support.

• Troubleshoot and resolve technical issues related to software escalating complex issues as needed.

• Guide clients through step-by-step solutions ensuring clear communication and a thorough understanding of the process.

• Document customer interactions comments complaints and actions taken with accuracy and attention to detail.

• Follow up with customers to ensure resolution and satisfaction.

• Collaborate with product development and other internal teams to communicate customer feedback identify recurring issues and support product improvements.

• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.

• Stay current with technological trends and updates to provide accurate and effective support.

• Participate in training and deliver on-demand coaching to enhance technical and customer service skills.

• Adhere to all company policies and procedures including data security and privacy guidelines.

• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

• Availability to work varying shifts and/or overtime as needed.

Non-Peak Season (May-December)

• Were open Monday-Friday from 10 am-8 pm ET.

Peak Season (January-April September-October)

• Were open Monday-Friday as early as 9 am-9 pm ET.

• Open most Saturdays & some Sundays from 10 am-5 pm ET.

About You

• Demonstrated experience in a technical support or customer care role (tax IT Help Desk or related technical support experience is a plus).

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

• Strong problem-solving analytical and critical thinking abilities.

• Exceptional customer service skills including patience empathy and professionalism.

• Knowledge of computer software operating systems and common applications.

• Proficiency in help desk software and remote support tools. Ability to work independently and as part of a collaborative team.

• Strong organizational and time management skills with attention to detail.

• Flexible and adaptable to changing work environments and technologies.

• Commitment to continuous learning and self-improvement. High work ethic reliability and efficiency.

• Growth mindset willingness to embrace change and customer focus.

• Stable internet connection with the ability to use a wired connection if required.

• Utilization of all equipment provided for maximum efficiency (laptop monitors docking station mouse keyboard).

Required Qualifications

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. A bachelors degree in a related field is a plus.

• Proven experience in a technical support role within a customer-focused environment.

• Demonstrated knowledge of troubleshooting methodologies for software and hardware.

• Ability to maintain confidentiality and handle sensitive customer information with integrity.

• Progression to production may be contingent on the successful completion of training

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Whats in it For You

• 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.

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 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 base compensation range varies across locations. For any eligible US locations unless otherwise noted the base compensation range for this role is $36540 - $67860. 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 individuals 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 10/24/2025.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.

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