Technical Support Representative

hace 5 meses

Ciudad de México Thomson Reuters A tiempo completo

**Technical Support Representative**:
Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you.

**About the Role**:
In this opportunity as a **Technical Support Representative**, you will:

- Keep a clear and active focus on inquiry resolution and ensure that all the necessary action is taken to resolve a customer's inquiry.
- Provide service in a professional and courteous manner. May respond to inquiries regarding a specific or more complex product (e.g., number of products, complex technologies) or a specific customer (based on customer size or revenue tied to the customer, etc.)
- Log and classify all calls and requests for assistance in the call tracking database.
- Troubleshoot customers' inquiries to resolve calls and cases in a timely manner.
- Respond to customers’ inquiries relating to technical issues with the software, online, or electronic products.
- May respond to inquiries regarding a specific or more complex product (based on complex technologies or multiple products) or customer (based on customer size or revenue tied to customer).
- Filter and escalate inquiries as appropriate.
- Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
- Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many queries as possible on the first call.

**About You**

You could be fit for the role if your background includes:

- Bachelor’s Degree
- 1 or 2 years of previous experience as a Tech Support or in a client-facing call center as a help desk.
- Fluent English is a must.
- Active Directory, SQL
- Proficiency in troubleshooting.
- Possess exceptional time management and interpersonal skills.
- Demonstrated ability to research and resolve problems using a variety of resources and tools.

**Location: CDMX**

**What’s in it **F**or **Y**ou**?**

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

- ** Hybrid Work Model**:Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
- ** Wellbeing**: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
- ** Learning & Development**: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
- ** Social Impact**: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
- ** Purpose Driven Work**: We have a superpower that we’ve never talked about with as much pride as we should - we are one of the only companies on the planet 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.

**#LI-EG1**:
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

**Accessibility**

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that,

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