Product Support Representative

Thomson Reuters • Ann Arbor, MI

3d • $36,800 - $68,300 • Remote

About The Position

This is a remote role in the US for U.S. citizens or Green Card Holders. The primary goal is to provide an exceptional level of service to customers via email, phone, and chat, while developing knowledge of SafeSend’s product suite and the tax and accounting industry. The role focuses on efficient inquiry resolution, ensuring all necessary actions are taken to resolve issues, advocating for customers, delivering high-quality support, and collaborating with internal teams for product improvements. The Product Support Associate will build a working knowledge of SafeSend One and the tax & accounting industry, respond promptly and professionally to customer inquiries, and develop support skills through on-the-job practice, mentorship, and training. They will maintain a CSAT score at or above 90%, become a skilled, self-directed learner, troubleshoot and resolve software-related technical issues, escalate complex issues as needed, guide clients through step-by-step solutions, and document customer interactions accurately. Collaboration with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements is key. The role requires staying current with technological trends and updates, adhering to company policies, and gradually increasing independence. The work schedule is available from Monday – Friday from 10:30 AM to 7 PM, with availability to work varying shifts and/or overtime as needed.

Requirements

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred.
• Proven experience in a technical support role within a customer-focused environment.
• Demonstrated knowledge of troubleshooting methodologies for software and hardware.
• Ability to maintain confidentiality and handle sensitive customer information with integrity.
• Progression to production may be contingent on successful completion of training.

Nice To Haves

• 1+ years of experience in a customer-facing role preferred, ideally in the tax, accounting, or finance industry.
• Well organized and adept at managing customer follow-up in addition to new inquiries from customers.
• Experience with email, telephony, and chat customer interactions preferred.
• Able to effectively articulate responses in both a written and verbal manner.
• Highly reliable with measurable time management skills and in some instances, the ability to multitask and prioritize to meet deadlines and expectations.
• Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus.
• A bachelor’s degree in a related field is a plus.

Responsibilities

• Build a working knowledge of SafeSend One and develop your knowledge of the tax & accounting industry.
• Respond promptly and professionally to customer inquiries via phone, email, and/or chat, delivering exceptional technical support.
• Develop your support skills through on-the-job practice, mentorship, assigned training, and self-directed study.
• Maintain a CSAT score at or above 90%.
• Become a skilled, self-directed learner: know where your resources are and utilize them appropriately, develop awareness of your strengths and areas for growth, and proactively ask for help when you need it.
• Troubleshoot and resolve software-related technical issues, escalating complex issues as needed.
• Guide clients through step-by-step solutions to ensure clear communication and customer understanding.
• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
• Stay current with technological trends and updates to provide accurate and effective support.
• Adhere to all company policies and procedures, including data security and privacy guidelines.
• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.
• Gradually increase independence and decrease support needed from your manager and senior teammates to service customers.

Benefits

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally 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.
• 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.
• 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 Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED