Product Support Representative
Thomson Reuters
Manila, Philippines
12d ago

You are responsible for interfacing with customers, company sales and / or service representatives to manage all support and feature enhancement requests.

In addition to responding to support incidents logged by customers and ensuring proper resolution according to prescribed service level agreements, you will work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.

You will receive minimal direction on routine and general problem solving issues.

  • Provide first line support for customer service requests logged either through the ONESOURCE Indirect Tax Support Network or through the toll free customer hot line. Support includes
  • Researching initial request
  • Confirming expectations with the customer
  • Resolving Low and Medium requests using existing knowledge base, historical records and / or own experience.
  • Follow established escalation procedures to assign request to appropriate level as required.
  • Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.
  • We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage.

    Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-

    makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

    At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.

    As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.

    With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.

    Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance -

    and their own. 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.

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