Remote Product Support Specialist (SaaS) – Customer Champion

Thomson Reuters; Eagan (MN); On-site; USD 37,000 - 68,000; Full time

Benefits offered by this job

Flex My Way policies

Work from anywhere up to 8 weeks/year

Grow My Way programs

Tuition reimbursement

Employee Stock Purchase Plan

Two paid volunteer days

Headspace app access

Job summary

Thomson Reuters in the United States is seeking a Product Support Associate to deliver exceptional support across email, phone and chat, while learning SafeSend's product suite and the tax and accounting industry.

You will troubleshoot software issues, guide clients through solutions, document interactions, and collaborate with product teams to drive improvements. This remote role offers flexible schedules and a comprehensive benefits package.

Qualifications

• 1+ years of experience in a customer-facing role preferred, ideally in the tax, accounting, or finance industry.
• Well organized and adept at managing customer follow-up in addition to new inquiries from customers.
• Experience with email, telephony, and chat customer interactions preferred.
• Able to effectively articulate responses in both a written and verbal manner.
• Highly reliable with measurable time management skills and the ability to multitask and prioritize to meet deadlines and expectations.
• Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus.

Responsibilities

• Build a working knowledge of SafeSend One and develop knowledge of the tax & accounting industry.
• Respond promptly and professionally to customer inquiries via phone, email, and/or chat, delivering exceptional technical support.
• Develop your support skills through on-the-job practice, mentorship, assigned training, and self-directed study.
• Maintain a CSAT score at or above 90%.
• Become a skilled, self-directed learner: know where resources are and use them; seek help when needed.
• Troubleshoot and resolve software-related technical issues, escalating complex issues as needed.
• Guide clients through step-by-step solutions to ensure clear communication and customer understanding.
• Document customer interactions, comments, complaints, and actions with accuracy and attention to detail.
• Collaborate with product development and other internal teams to communicate customer feedback and support product improvements.
• Stay current with technological trends and updates to provide accurate and effective support.
• Adhere to all company policies and data security/privacy guidelines.

Skills

Customer-facing

Email & chat support

Phone support

Zendesk

Microsoft Office

Azure

SaaS knowledge

Education

High school diploma or equivalent

Associates degree preferred

Bachelor's degree preferred

Tools

Zendesk

CRM software

Job description

Thomson Reuters in the United States is seeking a Product Support Associate to deliver exceptional support across email, phone and chat, while learning SafeSend's product suite and the tax and accounting industry.

You will troubleshoot software issues, guide clients through solutions, document interactions, and collaborate with product teams to drive improvements. This remote role offers flexible schedules and a comprehensive benefits package.