This role has great influence on customer satisfaction, providing professional and courteous customer service.
Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products.
Provides inquiry resolution ensuring that all the necessary action is taken to resolve a customer's inquiry.
Provides customer training for a specific Tax & Accounting, Government software
Act as point of contact for escalated and more complex issues on product functionality.
Acts as a subject matter expert
May respond to inquiries regarding a specific or more complex product (e.g number of products, complex technologies) or a specific customer (customer size, higher revenue tied to customer, etc.)
Training and coaching new team members on processes and procedures.
Respond to customers' inquiries relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database
Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
Filter and escalate inquiries (e.g. technology, product development, etc.) as appropriate.
Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
Provide work direction to resolve an escalated customer inquiry.
May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line.
Provide escalation support to junior level staff on complex technical escalations
Provide software installations, upgrades and training to client as required (may require travel)
Work with development to identify and QA test bug fixes and assist QA with software testing depending on product
Review or create release notes for software applications
Assist Business Analysts, Account Managers or Project Managers with implementation/conversion projects (may require travel)
Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs. Coaches and mentors junior analysts.
Travel may be required (10-20%)
Degree, plus a min of three years related technical experience
Database experience, SQL
Report writing software experience
Ticket tracking software experience
Government tax knowledge preferred
Ability to gain a deep understanding of Tax & Accounting - Government products and understanding of the markets they serve.
The ability and the desire to continue to expand their knowledge of Thomson Reuters products to a high level in the designated product and market specialty arena.
Experience in a customer services or contact center environment required.
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges.
Ability to communicate effectively both verbally and in writing with customers and colleagues with all levels of technical and non-technical skill sets in a professional manner under all circumstances
Critical-thinking and problem-solving skills.
The ability to handle a heavy and challenging workload in a fast-paced environment.
Strong product knowledge of a specific set of products or broad knowledge for a specific set of customers.
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