Customer Support Specialist with Expertise in ONESOURCE Products

4 weeks ago

Hyderabad, Telangana, India Thomson Reuters Full time
About the Role:

In this role as an Application Specialist, you will provide product support to customers via phone, email, and/or chat, leveraging internal resources in a timely manner across a wide range of ONESOURCE Products.

Main Responsibilities:

  • Provide product support to customers via phone, email, and/or chat.
  • Work on cases/tickets according to established departmental practices.
  • Document all interactions following standard operating procedures.
  • Collaborate with other support teams involving integration between ONESOURCE products.
  • Improve the quality of the customer experience on a daily basis.
  • Assist other Support teams based on need and availability.
  • Participate in training projects and deliver on-demand coaching.
  • Other duties as assigned.

About You:

You are a fit for the role of Application Specialist, if your background includes:

  • Previous support experience with an emphasis on providing excellent service in a customer care role.
  • 1-2 years of customer support experience.
  • Demonstration of critical thinking skills.
  • Excellent follow through, attention to detail and able to adhere to a set deadline.
  • Knowledge and proficiency using Microsoft Excel, Adobe, Salesforce, and tax preparation software.
  • Strong initiative and ability to self-manage.
  • Demonstrate customer service skills.
  • Strong verbal and written communication skills.
  • Demonstrate good time management skills.
  • Ability to work with changing priorities and deadlines.
  • Good teamwork skills.
  • Apply knowledge quickly.
  • Ability to work varying shifts.

Desired Skills:

  • Support experience with an emphasis on providing excellent service in a customer care role.
  • Analytical, problem-solving, and troubleshooting skills.
  • Excellent communication skills to face clients (phone, email, and chat).
  • Awareness of programming concepts and database usage, (SQL Language must).
  • Familiarity with Internet-based applications.

Education/Certification(s):

  • Bachelor's degree in computer engineering/computer science, Information Technology.

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.
  • Wellbeing: 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 wellbeing.
  • 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.

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