Product Support Specialist

Refinitiv; Manila; Hybrid; PHP 420,000 - 720,000; Full time

Job summary

Refinitiv is seeking a Product Support Specialist to provide customer service and technical support for Thomson Reuters Legal Tracker users. The role focuses on troubleshooting, guiding users on product features, and collaborating with internal teams to resolve complex issues.

Strong communication, problem-solving, and customer-centric skills are essential, with experience in CRM tools and a preference for familiarity with legal tech.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2–4 years of relevant experience.
• Experience in Call Center, Customer Service, or Technical Support.

Responsibilities

• Respond to customer inquiries via phone and e-mail with timely, accurate solutions.
• Guide users through product features and troubleshooting steps for legal software.
• Document interactions, issues, and resolutions in the CRM system.
• Collaborate with internal teams to escalate complex issues and provide feedback.
• Stay updated with product updates and changes in legal practices.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Teamwork / independence

Education

Bachelor's degree or equivalent

Tools

CRM software

Customer support tools

Job description

Product Support Specialist Job Description:

The Product Support Specialist provides customer service and technical support to users of Thomson Reuters Legal Tracker, helping resolve product and system-related issues. The role involves troubleshooting, guiding users on product features, collaborating with internal teams on complex cases, and ensuring a positive customer experience. Strong communication, problem-solving, and customer support skills are essential, while familiarity with legal technology and CRM tools is a plus.

Key Responsibilities:

• Respond to customer inquiries via phone and e-mail, providing timely and accurate solutions to product-related questions and technical issues.
• Guide users through product features, functionalities, and troubleshooting steps for various legal software and platforms.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Collaborate with internal teams (e.g., product development, sales) to elevate complex issues and provide customer feedback.
• Stay up-to-date with product updates, new features, and changes in legal practices relevant to Thomson Reuters offerings.
• Maintain a high level of professionalism and customer satisfaction in all interactions.
• Identify opportunities for process improvement and contribute to knowledge base articles.

Work Mode: Hybrid (2-3 days work from office is mandatory every week).

Shift Timing: 6:30pm IST to 3:30am IST.

Required Qualifications:

• Bachelor's degree in a relevant field or equivalent practical experience.
• At least 2-4 years of relevant experience.
• Proven experience in a Call Center, Customer Service, or Technical Support environment.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and troubleshooting skills.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in CRM software and customer support tools.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Familiarity with legal practices, legal operations, or legal terminology.
• Prior experience supporting SaaS or enterprise software applications.
• Experience providing technical support via phone, email, or ticketing systems.
• Knowledge of Thomson Reuters Legal Tracker or similar legal/e-billing platforms.
• Experience creating knowledge base articles or contributing to process improvements.
• Exposure to cross-functional collaboration with Product, Sales, or Development teams.

#LI-HB1

What’s in it For You?

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.

Flexibility & Work-Life Balance:

Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

Career Development and Growth:

By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

Industry Competitive Benefits:

• We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

Culture:

Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

Social Impact:

Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

Making a Real-World Impact:

We are one of the few companies globally 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.

¿Quieres formar parte de un equipo que ayuda a reinventar la forma en que trabajan los profesionales del conocimiento? ¿Qué tal un equipo que trabaja todos los días para crear un futuro más transparente, justo e inclusivo? En Thomson Reuters, hemos estado haciendo precisamente eso durante casi 160 años. Nuestros productos y servicios líderes en la industria incluyen software y herramientas altamente especializados basados en información para profesionales legales, tributarios, contables y de cumplimiento, combinados con los servicios de noticias más globales del mundo: Reuters. Ayudamos a estos profesionales a hacer mejor su trabajo, dándoles más tiempo para centrarse en las cosas que más importan: asesorar, defender, negociar, gobernar e informar. Contamos con el talento de 26 000 empleados en más de 70 países, donde todos tienen la oportunidad de contribuir y crecer profesionalmente en entornos de trabajo flexibles que celebran la diversidad y la inclusión. En un momento en que la objetividad, la exactitud, la equidad y la transparencia están siendo atacadas, consideramos que es nuestro deber perseguirlas. ¿Suena emocionante? Únete a nosotros y ayude a dar forma a las industrias que hacen avanzar a la sociedad.

Accesibilidad

Como empresa global, confiamos en la diversidad de culturas y pensamientos para alcanzar nuestros objetivos. Para garantizar que podamos hacerlo, buscamos empleados talentosos y calificados en todas nuestras operaciones en todo el mundo, independientemente de su raza, color, sexo/género, incluido el embarazo, la identidad y expresión de género, el origen nacional, religión, orientación sexual, discapacidad, edad, estado civil, estado de ciudadano, estado de veterano o cualquier otra clasificación protegida según la ley aplicable. Thomson Reuters se enorgullece de ser un empleador que ofrece igualdad de oportunidades de empleo y acción afirmativa y ofrece un lugar de trabajo libre de drogas. También hacemos adaptaciones razonables para personas calificadas con discapacidades y para creencias religiosas sinceras de acuerdo con la ley aplicable. Thomson Reuters proporciona a los profesionales la inteligencia , tecnologia y experiencia humana que necesitan para encontrar respuestas confiables. Permitimos que los profesionales de los mercados financieros y de riesgos , legales , fiscales , contables y de medios de comunicacion , tomen las decisiones más importantes , todo ello impulsado por la organizacion de noticas más confiable del mundo.

Carreras preparadas para el futuro

Nuestro enfoque basado en habilidades garantiza que tendrás las herramientas y los conocimientos para crecer, liderar y prosperar en un futuro impulsado por la IA.