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Customer Support Representative

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Thomson Reuters

Jan 13

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

Requirements

  • Fluent written and verbal communication skills in English
  • Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
  • Experience working with Microsoft office suite.
  • Strong problem solving, analysis, design, and testing skills.
  • Quick learner, eager to leverage new technologies in a dynamic team environment.
  • Work as part of a team & independently in a dynamic, fast-paced environment.

Responsibilities

  • Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries and field staff related to all Confirmation products via phone, email or other media types as available.
  • Resolve all technical and service issues related to all Confirmation 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.
  • Report and escalate issues leading to recurring technical problems.
  • Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes. Educate self and colleagues on new releases, test functionality and report on issues found during product releases.
  • Develop or suggest Knowledgebase articles for internal and external users.
  • Create support documentation for troubleshooting, training, and other areas as needed and proactively learn new features and enhancements to existing products to effectively support existing users.

FAQs

What is the role of a Customer Support Representative?

The Customer Support Representative acts as a point of contact for troubleshooting, diagnosis, and escalation of customer support queries related to Confirmation products through various communication methods like phone and email.

What qualifications are needed for this position?

A minimum of 1 year experience in a customer-facing position is desired, and a 2- or 4-year technical degree is preferred. Strong problem-solving, analysis, and communication skills are also necessary.

What skills are emphasized for this role?

Candidates should have excellent customer service skills, strong problem-solving and analytical skills, technical reasoning abilities, and proficiency in Microsoft Office Suite.

Is training provided for new hires?

Yes, training includes education on new releases, testing functionality, and learning new features and enhancements to effectively support users.

How does the company support work-life balance?

The company offers flexible vacation policies, Mental Health Days Off, and the ability to work from another location for up to 8 weeks a year, among other benefits.

Are there opportunities for professional development?

Yes, the company provides access to LinkedIn Learning, internal Talent Marketplaces, and networking opportunities to foster personal and professional growth.

What kind of work culture can I expect?

The company promotes an inclusive culture that values diversity, equality, and a healthy work-life balance while striving for social impact and purpose-driven work.

How does the company handle accessibility and diversity?

The company is committed to hiring a diverse workforce and making reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs in accordance with applicable law.

What tools or resources will I need to use in this role?

Employees will need to utilize various customer support tools, maintain documentation, and have access to support documentation for troubleshooting and training.

What is the company's mission?

The company aims to help customers pursue justice, truth, and transparency, providing trusted information to professionals and institutions worldwide.

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Thomson Reuters

Entertainment & Media
Industry
10,001+
Employees
2008
Founded Year

Mission & Purpose

Thomson Reuters is the world’s leading provider of news and information-based tools to professionals. Our worldwide network of journalists and specialist editors keep customers up to speed on global developments, with a particular focus on legal, regulatory and tax changes. Our customers operate in complex arenas that move society forward — tax, law, compliance, government, media. In a disruptive digital age, we help professionals reinvent themselves. Thomson Reuters shares are listed on the Toronto and New York Stock Exchanges (symbol: TRI).

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