Product Support Specialist

Job Description

Product Support Specialist Ready to make a global impactJoin Thomson Reuters as a Product Support Specialist and help shape the future of audit technology! The Product Support Specialist serves as the primary point of contact for our global user base, delivering high-quality support and ensuring a seamless experience with the Audit suite of products. About the Role: Act as point of contact for troubleshooting, diagnosis, and escalation of technical support queries related to all Audit products via phone, email or other media types as available. Resolve all technical and service issues related to all Audit products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success. Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services. Achieve all department assigned metrics. Report and escalate issues leading to recurring technical problems. Continuously increase technical aptitude and customer service skills, as we'll as improve organizational performance by identifying efficiencies in workflow introducing policy/procedure changes. Develop or suggest Knowledge base articles for internal and external users. Create support documentation for troubleshooting, training, and other areas as needed. Educate self and colleagues on new releases, test functionality and report on issues found during product releases. Promote usage of our public help center to users to encourage self-help on support queries. Ability to flex working hours to accommodate busy periods and react with increased productivity. All other duties as assigned by supervisor MAJOR AREAS OF ACCOUNTABILITY Provide customer service technical assistance to customers via phone, e-mail, or other media types as assigned. Troubleshoot and solve basic common user problems in real time, including navigation problems, browser-related issues, how to questions. Troubleshoot and strive to solve technical issues Escalate top priority, production-critical issues. Achieve quality and productivity metrics while providing an effortless customer experience. Proactively learn new features and enhancements to existing products to effectively support existing users. About You: Minimum: 2 years experience in a customer facing position or equivalent experience desired. Candidate should be willing to work in night shifts Hybrid Mode : 2-3 days Mandatory Work from Office per week to be followe'd. Experience in technical support via phones, chat, emails or in person, showing commitment to customers. Fluent written and verbal communication skills in English Strong problem solving, analysis, design, and testing skills. Quick learner, eager to leverage new technologies in a dynamic team environment. Proven experience owning issues to resolution. Demonstrate good time management skills. Work as part of a team independently in a dynamic, fast-paced environment. Experience working with Microsoft office suite Desired: Financial services and/or accounting industry experience Experience with tax research software is highly beneficial Technical Support/IT helpdesk experience #LI-SS3 What s in it For You Hybrid Work Model: we've 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 tomorrow s 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 we'llbeing. 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.