Product Support Representative

Job not on LinkedIn

🔥 0 minutes ago

🚗 Michigan – Remote

🚗 Michigan – Remote

💵 $36.8k - $68.3k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thomson Reuters

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2008

💼 Consulting

⚖️ Legal

🛡️ Insurance

Consulting • Legal • Insurance

Thomson Reuters is a global content and technology company that provides professionals with reliable and accurate solutions across the legal, tax and accounting, international trade, and risk management sectors. The company offers a range of products including legal research tools, tax preparation software, compliance and regulatory solutions, and media services like Reuters for global news. With significant investments in generative AI, Thomson Reuters continues to innovate in helping professionals optimize their workflows and enhance their decision-making. Their platforms serve various industries such as law firms, corporations, tax professionals, and media organizations, providing essential tools that combine powerful technology with in-depth expert content.

📋 Description

• Build working knowledge of SafeSend One and the tax and accounting industry • Respond promptly and professionally to customer inquiries via phone, email, and chat • Deliver exceptional technical support • Develop support skills through on-the-job practice, mentorship, assigned training, and self-directed study • Maintain a CSAT score at or above 90% • Use available resources appropriately and proactively seek help when needed • Troubleshoot and resolve software-related technical issues, escalating complex issues as needed • Guide clients through step-by-step solutions • Document customer interactions, comments, complaints, and actions taken accurately • Collaborate with product development and internal teams to communicate customer feedback and identify recurring issues • Support product improvements • Stay current with technological trends and updates • Follow company policies, data security, privacy, and departmental procedures • Assist with other assigned tasks • Gradually increase independence while servicing customers • Work Monday–Friday, 10:30 AM–7 PM, with varying shifts and/or overtime as needed

🎯 Requirements

• Note: This is a remote role in the US • Only U.S. citizens or Green Card Holders are eligible to apply; visa sponsorship is not provided • 1+ years of experience in a customer-facing role preferred, ideally in the tax, accounting, or finance industry • Experience with email, telephony, and chat customer interactions preferred • Well organized and able to manage customer follow-up and new inquiries • Ability to articulate responses effectively in written and verbal form • Reliable, with measurable time management skills and ability to multitask and prioritize • Above average computer skills, including Microsoft Office Suite, Azure, and Zendesk • Prior SaaS software experience a plus • High school diploma or equivalent required • Proven experience in a technical support role within a customer-focused environment • Demonstrated knowledge of software and hardware troubleshooting methodologies • Ability to maintain confidentiality and handle sensitive customer information with integrity • Progression to production may be contingent on successful completion of training

🏖️ Benefits

• Paid leave • Two company-wide Mental Health Days off • Headspace app access • Retirement savings • Tuition reimbursement • Employee incentive programs • Mental, physical, and financial wellbeing resources • Two paid volunteer days off annually • Pro-bono consulting projects and ESG initiatives • Health insurance • Dental insurance • Vision insurance • Disability insurance • Life insurance • Competitive 401(k) plan with company match • Vacation, sick, and safe paid time off • Paid holidays • Parental leave • Sabbatical leave • Optional hospital, accident and sickness insurance • Optional life and AD&D insurance • Flexible Spending Accounts • Health Savings Accounts • Fitness reimbursement • Employee Assistance Program • Group Legal Identity Theft Protection benefit • 529 Plan • Commuter benefits • Adoption & Surrogacy Assistance • Employee Stock Purchase Plan • Flexible work-life balance policies • Career development and continuous learning opportunities