customer Technical Support RepresentativeTHOMSON REUTERS CORP PTE LTD - PHILIPPINE BRANCH

Job Description Summary
This role has great influence on customer satisfaction. Handles customer inquiries via phone, email or chat regarding technical issues with software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner.
Do you thrive in a fast-paced environment where helping the customer is your top priority? Are you an upbeat person who loves to problem solve? Your knowledge and experience as a Technical Support Representative will make a difference to accounting professionals around the country. Our Technical Support Representatives are fully responsible for handling phone based and customer facing responsibilities. Phone based duties will primarily entail incoming/ outgoing calls and various call campaigns.
About the Role
In this opportunity as a Technical Support Representative, you will:
• Provide exemplary client support and technical issue resolution via phone and/or email as needed
• Meet performance objectives in call quality, customer satisfaction surveys, and call handling
• Facilitate general web-based sessions to aid new customers in implementing CS software
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
About You
You're a fit for the role of Technical Support Representative if you:
• Have a Bachelor's Degree
• Minimum 1 year of customer service experience (preferred)
• Quick learner with strong research, problem solving, and troubleshooting skills
• Working knowledge of PC and Mac operating systems and Microsoft Office applications (preferred)
• Possess strong communication skills and ability to remain professional in all circumstances
• Thrive in a fast-paced, collaborative, high-pressure environment
• Ability to work overtime with a varied schedule including evenings and weekends (required) must be willing to work in the night shifts .
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:
• COVID-19 Response: Currently working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices being remote until July 2021. Upon return, we will be embracing a hybrid work environment consisting of in-office and remote work
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
• Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
• 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: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact