Customer Technical Support Representative
About the Role:
In this opportunity as Customer Technical Support Representative, you will:
Log and classify all calls and requests for assistance in the call tracking database.
Respond to customers' inquiries relating to technical issues with software, online or electronic products.
Filter and escalate inquiries as appropriate..
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
Follow the appropriate procedures to respond to issues, resolving as many queries as possible on the first call.
Scheduling:
Full time 2nd Shift(2-10:30pm)
Potential need to work Company Holidays
Weekend shift as part of regular schedule
Training:
4 weeks paid training
Training Hours: 8-4:30pm
Day hours for 2 - 3 months before moving to 2nd shift
The successful candidate must be able to obtain and maintain a security clearance as a condition of employment. This requirement is necessary to support certain customers and products within our organization.
About You:
You're a fit for the role of Customer Technical Support Rep if your background includes:
Two-year technical degree or equivalent experience.
Call center experience preferred.
Basic hardware and software troubleshooting skills.
Strong verbal and written communication skills.
Ability to actively listen and comprehend complex technical issues.
Maintain a positive service attitude with the ability to understand and empathize with customer concerns.
Ability to think critically.
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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters cafe networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet 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.
In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident a
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