PRODUCT SUPPORT SPECIALIST
Company: Thomson Reuters Holdings Inc.
Location: Denver
Posted on: October 12, 2024
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Job Description:
Product Support Representative, TAP 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 In 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 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 You're a fit for the
role of Customer Support Representative if your background
includes: 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#LI-VR1What'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 wee s 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 cafe 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 wor 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... For full info follow
application link.
Keywords: Thomson Reuters Holdings Inc., Parker , PRODUCT SUPPORT SPECIALIST, Other , Denver, Colorado
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