Customer Support Representative

2 weeks ago

Hyderabad, India Thomson Reuters Full time

Confirmation, now part of Thomson Reuters, is the digital platform and global network trusted by audit firms, banks, law firms, and credit managers to quickly and securely verify financial data. Confirmation invented electronic confirmations nearly 20 years ago, reshaping the audit confirmation process. Today, Confirmation helps 1.5 million users across 170 countries confirm more than $1 trillion in financial data every year.

The team will provide support to customers globally.

**These positions will operate on the following shift pattern (Monday to Friday): 8:00 to 5:00 Central Standard Time (CST)**

About the Role

The Customer Support Agent will primarily be responsible for guiding our customers through the four-step process from adding a client to initiating a confirmation.

Duties and Responsibilities:

- Concisely and accurately document support request information in the client relationship management system (Salesforce), paying particular attention to problem description, resolution, linking cases to the right contact and follow-up action
- Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties
- Learn to use all available resources and how to test the platform to aid in making recommendations or troubleshooting with our users
- Collect and forward feedback to design and development to facilitate continuous product improvement
- Promote usage of our public help centre to users to encourage self-help on support queries
- Appropriately escalate cases to the Advanced Solutions and/or Product teams
- Maintain up-to-date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers
- Ability to flexible working hours to accommodate busy periods and react with increased productivity
- Clean data in the Salesforce system to ensure the accuracy of active users and contacts
- Be comfortable making outbound calls to chase banks, reach out to users if clarification is needed or assist the Operations team validating new users
- Help support team achieve their performance key metrics through queue management and excellent customer service

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. 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.

**Accessibility**

As a global business, we rely on diversity of culture and thought to deliver on our 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/Affirmative Action 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.

**_ Protect yourself from fraudulent job postings _**_click here_**_ to know more._

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