Product Support Representative

Emploi pas sur LinkedIn

🕒 il y a 25 jours

🚗 Michigan – Distant

🚗 Michigan – Remote

💵 $36 800 - $68 300 / an

⏰ Temps Plein

🟢 Junior

💝 Support Client

🚫👨‍🎓 Aucun diplôme requis

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Thomson Reuters

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 2008

💸 Finance

📱 Médias

☁️ SaaS

Finance • Media • SaaS

Thomson Reuters est une entreprise mondiale de contenu et de technologie qui fournit aux professionnels des solutions fiables et précises dans les secteurs juridiques, fiscaux et comptables, du commerce international et de la gestion des risques. L'entreprise propose une gamme de produits incluant des outils de recherche juridique, des logiciels de préparation fiscale, des solutions de conformité et de régulation, ainsi que des services média tels que Reuters pour les nouvelles mondiales. Avec des investissements significatifs dans l'IA générative, Thomson Reuters continue d'innover pour aider les professionnels à optimiser leurs flux de travail et améliorer leur prise de décision. Leurs plateformes desservent diverses industries telles que les cabinets d'avocats, les entreprises, les professionnels de la fiscalité, et les organisations médiatiques, en fournissant des outils essentiels qui combinent une technologie puissante avec un contenu d'expert approfondi.

Description

• Build a working knowledge of SafeSend One and develop your knowledge of the tax & accounting industry. • Respond promptly and professionally to customer inquiries via phone, email, and/or chat, delivering exceptional technical support. • Develop your support skills through on-the-job practice, mentorship, assigned training, and self-directed study. • Maintain a CSAT score at or above 90%. • Become a skilled, self-directed learner: know where your resources are and utilize them appropriately, develop awareness of your strengths and areas for growth, and proactively ask for help when you need it. • Troubleshoot and resolve software-related technical issues, escalating complex issues as needed. • Guide clients through step-by-step solutions to ensure clear communication and customer understanding. • Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail. • Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements. • Stay current with technological trends and updates to provide accurate and effective support. • 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. • Gradually increase independence and decrease support needed from your manager and senior teammates to service customers.

🎯 Exigences

• 1+ years of experience in a customer-facing role preferred, ideally in the tax, accounting, or finance industry. • Well organized and adept at managing customer follow-up in addition to new inquiries from customers. • Experience with email, telephony, and chat customer interactions preferred. • Able to effectively articulate responses in both a written and verbal manner. • Highly reliable with measurable time management skills and in some instances, the ability to multitask and prioritize to meet deadlines and expectations. • Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus. • High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. • A bachelor’s 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.

🏖️ Avantages

• Flexible vacation • Two company-wide Mental Health Days off • Access to the Headspace app • Retirement savings • Tuition reimbursement • Employee incentive programs • Resources for mental, physical, and financial wellbeing • Market competitive health, dental, vision, disability, and life insurance programs • Competitive 401k plan with company match • Paid holidays (including two company mental health days off) • Parental leave • Sabbatical leave • 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 • Access to Employee Stock Purchase Plan