Remote Product Support Specialist - Tax Software

Thomson Reuters; Ann Arbor (MI); On-site; USD 37,000 - 68,000; Full time

Benefits offered by this job

Flexible work arrangements

Mental health days

Tuition reimbursement

401k plan

Employee stock purchase plan

Job summary

Thomson Reuters seeks a Product Support Associate to provide exceptional customer support for SafeSend One, answering inquiries via phone, email, and chat. You will troubleshoot software issues, document interactions, and learn the tax and accounting domain.

You will collaborate with product teams, maintain CSAT above 90%, and grow your knowledge through training and self-study in a dynamic, remote US environment.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• 1+ years in a customer-facing role preferred, ideally in tax, accounting, or finance.
• Experience with email, phone, and chat customer interactions preferred.
• Able to articulate responses clearly in written and spoken form.
• Solid computer skills including Microsoft Office, Azure, Zendesk; SaaS experience a plus.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and/or chat, delivering technical support.
• Troubleshoot and resolve software-related issues; escalate complex cases as needed.
• Document customer interactions, actions, complaints, and outcomes with accuracy.
• Build knowledge of SafeSend One and tax & accounting industry knowledge.
• Collaborate with product development and internal teams to relay customer feedback and inform improvements.

Skills

Customer service

SaaS knowledge

Troubleshooting

Written communication

Verbal communication

Education

High school diploma or equivalent

Associate degree preferred

Bachelor’s degree a plus

Tools

Zendesk

Azure

Microsoft Office

Job description

Thomson Reuters seeks a Product Support Associate to provide exceptional customer support for SafeSend One, answering inquiries via phone, email, and chat. You will troubleshoot software issues, document interactions, and learn the tax and accounting domain.

You will collaborate with product teams, maintain CSAT above 90%, and grow your knowledge through training and self-study in a dynamic, remote US environment.