Product Support Associate

Product Support Associate, Customer Service and Support Team:

Are you someone who believes that Customer Service, support, and relationships are the key drivers of an organization's success? Are you passionate about providing the best customer experience both internally as well as externally and a great communicator? If yes, then this might be the right opportunity for you to kick start your career and help you contribute to the growth of the leading business solution provider (Thomson Reuters- Great Place to Work Certified) through our legal and tax products.

This role has a 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 keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner.

Important Details:

• Night shift: IST 6.30 pm – 3.30 am, 7.30 pm - 4.30 am, 8.00 pm-5.00 am and 9.00 pm-6.00 am depending on Business Requirements.

  
  

• Hybrid work (3 days Mandatory Work from Office)

  
  

• Note: You may have to work from office all 5 days in a week whenever there is a business requirement/peak season.

  
  

About the Role:

In this role as a Product Support Associate, you will:

• Preferred knowledge on US Tax forms 1040, 1065 & 1120.

  
  

• 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.

  
  

About You:

You are a fit for the role of Product Support Associate, if your background includes:

• 6 months-1 year customer-facing experienceand US Tax Form entities.

  
  

• Have experience in a customer care support role (tax, technical support or IT Help Desk knowledge is a plus)\

  
  

• Excellent communication skills

  
  

• Demonstrate critical thinking and strong customer service skills

  
  

• Are available to work varying shifts and as per business needs

  
  

• Demonstrate a high work ethic and ability to be timely, efficient, and reliable

  
  

• Demonstrate a customer focus and growth mindset, as well as embrace change

  
  

• Bachelor's degree or equivalent workforce experience preferred.

  
  

• Freshers can also apply.

  
  

• Educational Qualifications: BBA/BA/BBM/B.Sc/B.Com graduates are preferred.

  
  

Perks and Benefits:

• Shift allowance

  
  

• Free cab/shuttle service

  
  

• Medical Insurance

  
  

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:

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

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 café 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.
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Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

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 that celebrate diversity and inclusion. 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. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.