Product Support Consultant Job in Mumbai at Thomson Reuters

Thomson Reuters is hiring for the role of Product Support Consultant!

Responsibilities of the Candidate:

• Respond to customers' inquiries relating to technical issues with software, online, or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call-tracking database
• May provide escalation support to junior-level staff on complex technical escalations.
• Use analysis and judgment and exercise discretion in selecting methods and techniques for obtaining solutions.
• Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g. technology, product development, etc.) as appropriate.
• Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
• Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.

Requirements:

• Has authority to offer customer refund or discount as needed or necessary within department guidelines (e.g. subscription extension, password release).
• Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs.
• Inform team on product development updates and integration as necessary.
• May act as a subject matter expert.
• May provide work direction to resolve an escalated customer inquiry.
• May coach and develop junior staff on job-specific tasks and processes.
• May provide feedback to team managers on specific employee performance or concerns.
• May act as an overall product contact and inform the department of changes and necessary information to properly support a specific product line.