Product Support Associate (SurePrep);
Operations Customer Service and Support Team
Are you someone who believes that Customer Service, support and relationship are the key drivers of an organization's success? Are you passionate of 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 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 .
SurePrep has built a tax automation software for CPA firms. Our solutions are utilized by nearly 25,000 tax professionals at CPA firms large and small, ranging across the spectrum from Big 4 firms to sole practitioners. We need to solve technical and application related problems either through Live Chats, Emails or over the phone. It includes maintaining records of communication, recording issues and follow up with the development team.
About the Role:
Respond promptly to customer inquiries via various channels (phone, email, chat, etc.)
Installation & configuration of SurePrep Software
Logging the queries of customers in Zendesk (Support Ticketing system)
Keeping your tickets updated
Diagnosing and solving hardware or software faults through remote sessions
Completing Assigned projects on time
Creating Bug and Inquiry tickets in Jira
Following internal Support protocols
About You:
Graduate or equivalent with 1 -2 years of experience in Customer Support
Work Mode: Hybrid (2-3 days Mandatory Work from Office every week)
Excellent Written and Verbal Communication
Candidate should be flexible to work in any shifts including US Night shifts.
Be highly flexible and adaptable.
Technical aptitude and the ability to troubleshoot basic technical issues.
CRM knowledge, Zendesk will be preferred
Good Typing Speed - necessary for the role.
Proficiency in using support software and ticketing systems is a plus
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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:
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.
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.
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