Product Support Representative

Note: This is a remote role in the US. We are not sponsoring a visa for the role, and only U.S. citizens or Green Card Holders are eligible to apply.

About The Role

In this opportunity as a Product Support Associate, you will be responsible for:

• Building a working knowledge of SafeSend One and developing your knowledge of the tax & accounting industry.
• Responding promptly and professionally to customer inquiries via phone, email, and/or chat, delivering exceptional technical support.
• Developing your support skills through on-the-job practice, mentorship, assigned training, and self-directed study.
• Maintaining a CSAT score at or above 90%.
• Becoming a skilled, self-directed learner: knowing where your resources are and utilizing them appropriately, developing awareness of your strengths and areas for growth, and proactively asking for help when needed.
• Troubleshooting and resolving software-related technical issues, escalating complex issues as needed.
• Guiding clients through step-by-step solutions to ensure clear communication and customer understanding.
• Documenting customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
• Collaborating with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
• Staying current with technological trends and updates to provide accurate and effective support.
• Adhering to all company policies and procedures, including data security and privacy guidelines.
• Ensuring adherence to departmental processes and procedures and assisting with other tasks as assigned.
• Gradually increasing independence and decreasing support needed from your manager and senior teammates to service customers.

Schedule

• Available hours from Monday – Friday from 10:30 AM to 7 PM.
• Availability to work varying shifts and/or overtime as needed.

Requirements

You’re a fit for the role if your background includes:

• 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.

Qualifications

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. A bachelor’s degree in a related field is a plus.
• 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.

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.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive.
• Industry Competitive Benefits: Comprehensive benefit plans including 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.
• 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: 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 help customers pursue justice, truth, and transparency, supporting professionals and institutions in upholding the rule of law, turning the wheels of commerce, and providing trusted information.

In the United States, Thomson Reuters offers a comprehensive benefits package including:

• Market-competitive health, dental, vision, disability, and life insurance programs.
• Competitive 401k plan with company match.
• Paid holidays (including two company mental health days off), parental leave, sabbatical leave, and paid time off meeting or exceeding state or municipal requirements.
• 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.
• Employee Assistance Program.
• Group Legal and Identity Theft Protection benefit paid 100% by employee.
• Access to 529 Plan and commuter benefits.
• Adoption & Surrogacy Assistance.
• Tuition Reimbursement.
• Employee Stock Purchase Plan.

Pay

The base compensation range for this role is $36,800 USD - $68,300 USD. Base pay is positioned within the range based on several factors including an individual’s knowledge, skills, and experience with consideration given to internal equity. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world-leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments.