Customer Technical Support Representative

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.

#LI-VR1

What's in it For You?

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 and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The location(s) for this role include one or more of the following states: CA, CO, CT, IL, NV, TX, WA and/or remote. The base compensation range for the role in any of those locations is $36,500 - $67,900. The base compensation range in other locations may vary. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 12/31/2024.

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.