Product Support Specialist
Thomson Reuters · Hyderabad · onsite · Posted 44d ago
Undisclosed2–4 yrsfulltimeSourced from
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About this role
The Product Support Specialist provides customer service and technical support to users of Thomson Reuters Legal Tracker, helping resolve product and system-related issues. The role involves troubleshooting, guiding users on product features, collaborating with internal teams on complex cases, and ensuring a positive customer experience. Strong communication, problem-solving, and customer support skills are essential, while familiarity with legal technology and CRM tools is a plus.
Key Responsibilities:
- Respond to customer inquiries via phone and e-mail, providing timely and accurate solutions to product-related questions and technical issues.
- Guide users through product features, functionalities, and troubleshooting steps for various legal software and platforms.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborate with internal teams (e.g., product development, sales) to escalate complex issues and provide customer feedback.
- Stay up-to-date with product updates, new features, and changes in legal practices relevant to Thomson Reuters offerings.
- Maintain a high level of professionalism and customer satisfaction in all interactions.
- Identify opportunities for process improvement and contribute to knowledge base articles.
- Work Mode: Hybrid (2-3 days work from office is mandatory every week).
- Shift Timing: 3:30am IST to 12:30pm IST.
Required Qualifications:
- Bachelors degree in a relevant field or equivalent practical experience.
- At least 2-4 years of relevant experience.
- Proven experience in a Call Center, Customer Service, or Technical Support environment.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and troubleshooting skills.
- Customer-focused mindset with a commitment to delivering high-quality support.
- Ability to work independently and collaboratively in a team environment.
- Proficiency in CRM software and customer support tools.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- Familiarity with legal practices, legal operations, or legal terminology.
- Prior experience supporting SaaS or enterprise software applications.
- Experience providing technical support via phone, email, or ticketing systems.
- Knowledge of Thomson Reuters Legal Tracker or similar legal/e-billing platforms.
- Experience creating knowledge base articles or contributing to process improvements.
- Exposure to cross-functional collaboration with Product, Sales, or Development teams.
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What s in it For You
- .
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecrm softwarecustomer satisfactionCustomer Supportcrmcustomer feedbackclassificationCall CenterEnterprise SoftwareCommunication SkillsLegalAccountingcomplianceCRM ToolsJournalismArtificial Intelligence
About Thomson Reuters
Thomson Reuters
Software Product
6k+
employees
2008
18 years old
Toronto
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Clarifying the complex so professionals can act with confidence
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