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.

Work Schedule

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

About You

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.

Required 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 policies help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Culture of continuous learning and skill development with Grow My Way programming and a skills-first approach.
• Industry Competitive Benefits: Comprehensive benefit plans including 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: Award-winning reputation for inclusion and belonging, flexibility, work-life balance, and values-driven environment.
• Social Impact: Two paid volunteer days off annually and opportunities for pro-bono consulting projects and ESG initiatives.
• Making a Real-World Impact: Contributing to products that help uphold the rule of law, turn the wheels of commerce, and provide trusted information globally.

In the United States, Thomson Reuters offers:

• Market-competitive health, dental, vision, disability, and life insurance programs.
• A competitive 401k plan with company match.
• Paid holidays, including two company mental health days off, parental leave, and sabbatical leave.
• Optional hospital, accident, and sickness insurance; optional life and AD&D insurance; Flexible Spending and Health Savings Accounts; fitness reimbursement; Employee Assistance Program; Group Legal Identity Theft Protection; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and 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.