Customer Technical Support Representative

Thomson Reuters • Washington, DC

252d

About The Position

In this opportunity as Customer Technical Support Representative, you will log and classify all calls and requests for assistance in the call tracking database. You will respond to customers' inquiries relating to technical issues with software, online or electronic products, filter and escalate inquiries as appropriate, and track inquiry resolution progress. Where appropriate, you will proactively call customers with a status update or resolution. You will follow the appropriate procedures to respond to issues, resolving as many queries as possible on the first call.

Requirements

• Two-year technical degree or equivalent experience.
• Basic hardware and software troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to actively listen and comprehend complex technical issues.
• Maintain a positive service attitude with the ability to understand and empathize with customer concerns.
• Ability to think critically.

Nice To Haves

• Call center experience preferred.

Responsibilities

• Log and classify all calls and requests for assistance in the call tracking database.
• Respond to customers' inquiries relating to technical issues with software, online or electronic products.
• Filter and escalate inquiries as appropriate.
• Track inquiry resolution progress and proactively call customers with a status update or resolution.
• Follow appropriate procedures to respond to issues, resolving as many queries as possible on the first call.

Benefits

• 4 weeks paid training.
• Potential for full-time employment.
• Potential need to work Company Holidays.
• Weekend shift as part of regular schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Associate degree