Product Support Associate, Operations Customer Service and Support

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Are you passionate about solving complex technical challenges and delivering exceptional customer experiences? Imagine joining a dynamic team where your problem-solving skills and technical expertise directly impact customer satisfaction and the success of an industry leader—Thomson Reuters Legal division.

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As a Product Support Associate, you’ll be the go-to expert helping customers navigate our cutting-edge software and products, all while working in a collaborative, fast-paced environment.

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About the Role
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In this opportunity as a Product Support Associate, you will:

• Resolve customer inquiries via phone, email, and chat, focusing on software, hardware, and online product issues
• Diagnose technical problems by utilizing advanced information systems and troubleshooting tools
• Collaborate with internal teams to escalate and resolve complex technical issues
• Document all customer interactions and resolutions accurately in the system
• Educate customers on product features, updates, and best practices to maximize their satisfaction
• Maintain a high standard of professionalism and courtesy in all communications
• Adapt quickly to new products, technologies, and process changes

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About You
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You’re a fit for the role of Product Support Associate if you have the following required qualifications:

• Bachelor’s Degree
• Minimum of 2 years’ experience in a technical support role
• Broad understanding of technical support and customer service, especially handling voice support in the Contact Center industry
• Excellent English communication skills, with the ability to interact with both internal and external customers, including senior management
• Proven ability to multitask and adapt to rapidly changing environments
• Exceptional problem-solving and technical troubleshooting skills
• A positive, enthusiastic attitude and a strong team-player mindse

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