Product Support Associate

Product Support Associate, Tax & Accounting

About the Role
In this opportunity as Product Support Associate, you will: 

• Provide timely support across a wide range of local and cloud based tax and accounting products, as needed, to include inbound phone calls, emails, chat and web submission

• Deliver high quality customer experience on a consistent basis, advocating for the customers

• Efficiently utilize internal resources and execute good time management

• Ensure adherence to departmental processes and procedures

• Assist and collaborate with other internal teams, as needed

• Participate in training projects and deliver on-demand coaching

Working Expectations:

This role is a 40/hour week position, but during peak season, there is potential for overtime, up to 60 hours a week. Please review details below:

Non-peak season:  

• Open 8:00am – 8:00pm EST, Monday-Friday (no weekends)  

• During Summer Phone Contact Hours end at 8:00PM EST 

• Generally, 9-hour shifts with an hour lunch for a total of roughly 40 hours/week 

 

Peak season: 

• Specific ‘peak seasons’ depends on product(s) supporting 

• Main peak season is Jan-Apr & Sept – Oct; Open Monday-Saturday & occasional Sundays 

• Monday-Friday hours are 8:00am – 10:00pm EST; Sat & Sun hours are 9:00am - 6:00pm EST 

• Also open until Midnight on the actual ‘deadline’ days 

• 9.5-11-hour shifts (generally with 45min - 1 hour lunch) for roughly 45-60 hours/week. Mandatory OT during high volume times.

About You
You’re a fit for the role of Product Support Associate if you:

• Have experience in a customer care support role (tax, technical support or IT Help Desk knowledge is a plus)

• Demonstrate critical thinking and strong customer service skills

• Are available to work varying shifts and/or overtime, as needed

• Demonstrate a high work ethic and ability to be timely, efficient, and reliable

• Demonstrate a customer focus and growth mindset, as well as embrace change

• Associate degree or equivalent workforce experience preferred

• You have stable internet connection with the ability to have a wired connection to your router, if needed

• Make use of all equipment that's provided to ensure maximum efficiency: laptop, monitors, docking station, mouse & keyboard.

What’s in it For You?
At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:
 
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; company-wide Mental Health Days 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.
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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In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and