Thomson Reuters is currently seeking recent graduates for the position of Product Support Consultant at their Mumbai office. This opportunity is open to candidates from any academic background. The primary responsibilities of this role include:
Client Support: Providing expert assistance to clients to ensure they can effectively utilize the company's products.
Issue Resolution: Addressing and resolving any technical or operational challenges that clients may encounter.
This role is ideal for those looking to start their careers in a dynamic environment focused on customer service and technical support.
- Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships
- Assist with management of Knowledge base content, including time-sensitive quality review and feedback to team members
- Fulfill product lead responsibilities by reading call logs, creating documentation, and/or training team members
- Assist team members with client questions related to Team’s supported Product(s) and system related issues
- Work closely with training and instructional designers to build and evolve training materials
- Lead Mock-Call sessions with new and existing team members to build call management proficiency on need basis
- Identify gaps/process changes needed and implement changes
- Collaboration with Training and Workforce Management
- Create product specific feedback reports for various product development team
- Assist management with recruiting activities such as, attend career fairs and job shadowing, as necessary
- Deliver Refresher training both internally and externally when needed
- Assist Sales Team with Support inquiries on a need basis
- Voice of Customer collaboration
About You:
- Sound product Knowledge.
- Critical thinking and problem-solving skills in a service environment.
- A strong understanding of tools and applications.
- Ability to interpret and analyse customer inquiries.
- Apply complex search techniques to get desired results.
- Active listening skills to be used to interpret a customer's inquiry.
- The ability to deal with people at all levels in a professional manner under all circumstances.
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Well being: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial well being.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.