[Remote] Product Support Associate Contractor

Note: The job is a remote job and is open to candidates in USA. Thomson Reuters is a global leader in providing information and technology solutions, and they are seeking a Product Support Associate Contractor to enhance customer satisfaction. The role involves providing technical assistance for their GoSystem Tax RS and ONESOURCE Income Tax software, handling customer inquiries, and collaborating with internal teams for product improvements.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support
• Troubleshoot and resolve technical issues related to software, escalating complex issues as needed
• Guide clients through step-by-step solutions, ensuring clear communication and customer understanding
• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail
• Follow up with customers to ensure resolution and satisfaction
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements
• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals
• Stay current with technological trends and updates to provide accurate and effective support
• Participate in training and deliver on-demand coaching to enhance technical and customer service skills
• 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

Skills

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. 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
• Progression to production may be contingent on successful completion of training

Benefits

• Medical
• Dental
• Vision
• Retirement benefits

Company Overview