Product Support Analyst

Thomson Reuters; New York (NY); On-site; USD 39,000 - 58,000; Part time

Job summary

Thomson Reuters in New York seeks a Product Support Associate Contractor to provide timely technical assistance for Accounting CS software, handling inquiries by phone and chat.

You will troubleshoot issues, guide clients through solutions, document interactions, and collaborate with product teams to drive improvements while adhering to data security policies. Availability for varied shifts and overtime is required.

Qualifications

• Experience providing technical support via phone or chat.
• Ability to troubleshoot software issues and escalate when needed.
• Strong written and verbal communication for customer guidance.

Responsibilities

• Respond promptly to customer inquiries via phone and chat, delivering technical support.
• Troubleshoot and resolve technical issues related to Accounting CS software, escalating complex cases.
• Document customer interactions and actions taken with accuracy.
• Follow up to ensure resolution and customer satisfaction.
• Collaborate with product development and internal teams to convey feedback and drive improvements.
• Ensure adherence to data security and privacy guidelines.

Skills

Customer support

Troubleshooting

Phone & chat

Documentation

Data security

Job description

As a Product Support Associate Contractor, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our Accounting CS software. You will handle customer inquiries via phone and/or chat, focusing on efficient inquiry resolution and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers, deliver high-quality support, and collaborate with internal teams to contribute to ongoing product improvements.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support.
• Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.
• Guide clients through step-by-step solutions, ensuring clear communication and customer understanding.
• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
• Follow up with customers to ensure resolution and satisfaction.
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.
• Stay current with technological trends and updates to provide accurate and effective support.
• Participate in training and deliver on-demand coaching to enhance technical and customer service skills.
• Adhere to all company policies and procedures, including data security and privacy guidelines.
• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

• Availability to work varying shifts and/or overtime as needed.
• Non-Peak Season (May-August, November-December)
• Open Monday-Friday from 9am-8pm ET.
• 8-hour shifts with 1 hour lunch; can start as early as 9am ET or as late as 11am ET
• Peak Season (January-April, September-October)
• Open Monday-Friday as early as 8am-10pm ET as well as being open until midnight on the 4 major deadlines of the year.
• Open most Saturdays & some Sundays from 9am-6pm ET.