Product Support Specialist

Product Support Specialist

Job Description:

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: 6:30pm IST to 3:30am IST.

Required Qualifications:

• Bachelor's 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?

• 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.

• 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.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• 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

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.