Product Support Representative

Thomson Reuters • Ann Arbor, MI

8d • 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 exceptional 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. Responsibilities include building knowledge of SafeSend One and the tax & accounting industry, responding promptly and professionally to customer inquiries, developing support skills through training and practice, maintaining a CSAT score at or above 90%, becoming a self-directed learner, troubleshooting and resolving software-related technical issues, guiding clients through solutions, documenting customer interactions, collaborating with internal teams, staying current with technological trends, adhering to company policies, ensuring adherence to departmental processes, and gradually increasing independence. The work schedule is available from Monday – Friday from 10:30 AM to 7 PM, with availability for varying shifts and 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.
• 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.

Nice To Haves

• 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

• 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.
• 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.
• Comprehensive benefit plans to include paid leave, 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.
• Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.
• Two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Market competitive health, dental, vision, disability, and life insurance programs.
• Competitive 401k plan with company match.
• 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.
• Access to Employee Stock Purchase Plan.

What This Job Offers

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