Join Thomson Reuters as a Product Support Specialist fluent in Spanish and English. You will deliver quality support for our Confirmation platform, acting as the primary contact for troubleshooting and resolving customer queries via phone, email, and other channels. Your role is critical in ensuring a seamless customer experience.

What You'll Do

Resolve technical and service issues for Confirmation products using your customer service and problem-solving skills.
Accurately document all customer contacts, resolution steps, and customer feedback.
Achieve all department-assigned metrics and report or escalate recurring technical problems.
Continuously increase your technical aptitude and customer service skills while identifying workflow efficiencies.
Develop or suggest Knowledgebase articles and create support documentation.
Educate yourself and colleagues on new releases, test functionality, and report issues.
Promote usage of the public help center to encourage customer self-help.
Provide customer service and technical assistance via phone, e-mail, or other media.
Troubleshoot and solve basic common user problems in real time, including navigation and browser-related issues.
Escalate top priority, production-critical issues to the appropriate teams.
Achieve quality and productivity metrics while providing an effortless customer experience.
Proactively learn new features and enhancements to existing products.

What We're Looking For

Fluent written and verbal communication skills in Spanish and English.
A minimum of 1 year experience in a customer-facing position or equivalent.
Proven experience providing customer support via phones, emails, or in person.
Hands-on experience working with the Microsoft Office suite.
Strong problem solving, analysis, design, and testing skills.
A quick learner, eager to leverage new technologies in a dynamic team environment.
A strong commitment to customers.
Proven experience owning issues through to resolution.
Ability to work both as part of a team and independently in a dynamic, fast-paced environment.

Nice to Have

A 2- or 4-year technical degree.

Technical Stack

Microsoft Office suite.

Benefits & Compensation

Hybrid Work Model: Work in the office 2-3 days a week.
Flexibility & Work-Life Balance: Flex My Way policies and the option to work from anywhere for up to 8 weeks per year.
Career Development and Growth: Grow My Way programming and a skills-first approach.
Industry Competitive Benefits: Flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, and employee incentive programs.
Social Impact: Two paid volunteer days off annually and opportunities for pro-bono consulting and ESG initiatives.