Product Support Associate

Thomson Reuters; United States; On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Job summary

Thomson Reuters is seeking a Product Support Associate Contractor to provide timely technical assistance for UltraTax CS, Accounting CS, and SafeSend to US customers. You will handle inquiries via phone or chat, troubleshoot issues, and ensure clear communication.

This role emphasizes customer advocacy, collaboration with internal teams, documentation, and ongoing learning, with flexible shifts and overtime as needed.

Qualifications

• Demonstrated experience in a technical support or customer care role.
• Proven troubleshooting methodologies for software and hardware.
• Ability to handle sensitive customer information with integrity.

Responsibilities

• Respond to customer inquiries via phone or chat with professional, timely support.
• Troubleshoot and resolve software issues, escalating when needed.
• Document interactions accurately and follow up to ensure satisfaction.
• Collaborate with internal teams to communicate feedback and improve products.

Skills

Technical support

Customer service

Troubleshooting

Communication

Remote support tools

Education

High school diploma

Associate degree preferred

Bachelor's degree a plus

Tools

Help desk software

Remote support tools

Job description

Product Support Associate Contractor (UltraTax CS, Accounting CS, SafeSend)

About the Role

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 UltraTax 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.

About You

• Demonstrated experience in a technical support or customer care role (tax, IT Help Desk, or related technical support experience is a plus).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving, analytical, and critical thinking abilities.
• Exceptional customer service skills, including patience, empathy, and professionalism.
• Knowledge of computer software, operating systems, and common applications.
• Proficiency in help desk software and remote support tools.
• Ability to work independently and as part of a collaborative team.
• Strong organizational and time management skills, with attention to detail.
• Flexible and adaptable to changing work environments and technologies.
• Commitment to continuous learning and self-improvement.
• High work ethic, reliability, and efficiency.
• Growth mindset, willingness to embrace change, and customer focus.
• Stable internet connection with the ability to use a wired connection if required.
• Utilization of all equipment provided for maximum efficiency (laptop, monitors, docking station, mouse, keyboard).

Required Qualifications

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. Bachelor’s degree in a related field is a plus.
• Proven experience in a technical support role within a customer-focused environment.
• Demonstrated knowledge of troubleshooting methodologies for software and hardware.
• Ability to maintain confidentiality and handle sensitive customer information with integrity.
• Progression to production may be contingent on successful completion of training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The pay range that the employer in good faith reasonably expects to pay for this position is $35-$40/hr USD

This posting is for an existing vacancy.

Our optional benefits can include medical, dental, vision and retirement benefits.

Applications will be accepted on an ongoing basis.

Tundra Technical Solutions (the operator of this Talent Community) is a global leader of contingent talent services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.