Job Details
Product Support Associate - Customer Service and Support Team
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Thomson Reuters is a global leader in trusted information, technology, and solutions that professionals rely on to make confident decisions in complex environments.
The Customer Service & Support Business Unit is at the heart of our customer experience, ensuring clients receive timely, accurate, and high‑quality technical support across our digital products and platforms.
This team plays a critical role in driving customer satisfaction, product adoption, and long‑term trust through responsive, solutions‑focused service delivered across global markets.
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email, or chat regarding technical issues with software, hardware, online, or electronic products. This includes maintaining a clear and active focus on inquiry resolution and ensuring all necessary actions are taken to resolve customer concerns. Service is to be provided in a professional and courteous manner.
About the Role:
Log and classify all calls and requests for assistance in the call tracking database.
Respond to customer inquiries relating to technical issues with software, online, or electronic products.
Filter and escalate inquiries as appropriate.
Track inquiry resolution progress and proactively follow up with customers on status updates or resolutions where needed.
Follow appropriate procedures to respond to issues, resolving as many queries as possible on the first contact.
Deliver excellent customer handling experience at all times.
About You:
Excellent English proficiency — both written and verbal communication.
Minimum of 1 year of customer-facing experience in a technical support or Customer support or similar role.
International Calling experience is mandatory requirement.
Strong problem-solving skills with attention to detail.
Ability to work effectively in a fast-paced, high-volume environment.
Added advantage: Hands-on experience with CRM or Telephony tools such as Salesforce, Genesys, or any equivalent platform is highly desirable.
Work Schedule & Availability:
Candidates must be flexible to support a 24/7 operations model.
Willingness to work overtime as per business requirements.
Open to rotational week-offs based on business needs.
This is a contract role for 6-Months. Please apply only if you are interested to work on Contract Basis
Work Mode: Hybrid
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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 wellbeing.
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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
Who we are Thomson Reuters informs the way forward by delivering trusted content and technology that people and organizations need to make the... Read more