Customer Support Representative

hace 3 meses

Juárez CDMX, México Thomson Reuters A tiempo completo

**Customer Support Representative - Bilingual French/English**

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

Join our team We are looking to add a new Customer Support Representative - Bilingual French/English based in Mexico City, Mexico that will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.

The team will provide support to customers globally. This position will operate on the following shift pattern (Monday to Friday): 8:00am to 5:00pm CST.
This position will require 2-4 months of training (Monday to Friday) in US hours 08:00am to 05:00pm CST.

**About the Role**

In this opportunity as **Customer Support Representative - Bilingual French/English**, you will:

- Resolve all technical and service issues related to all Confirmation products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.
- Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services.
- Achieve all department assigned metrics.
- Report and escalate issues leading to recurring technical problems.
- Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.
- Develop or suggest Knowledgebase articles for internal and external users.
- Create support documentation for troubleshooting, training, and other areas as needed.
- Educate self and colleagues on new releases, test functionality and report on issues found during product releases.
- Promote usage of our public help center to users to encourage self-help on support queries.
- Troubleshoot and solve basic common user problems in real time, including navigation problems, browser-related issues.
- Escalate top priority, production-critical issues.
- Achieve quality and productivity metrics while providing an effortless customer experience.
- Proactively learn new features and enhancements to existing products to effectively support existing users.

**About You**

You're a fit for the role of Customer Support Representative - Bilingual French/English if your background includes:

- Fluent written and verbal communication skills in French and English
- Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
- Experience working with Microsoft office suite.
- Strong problem solving, analysis, design, and testing skills.
- Quick learner, eager to leverage new technologies in a dynamic team environment.
- Commitment to customers.
- Proven experience owning issues to resolution.
- Work as part of a team & independently in a dynamic, fast-paced environment.

**To apply, please upload your updated resume in English.**

**Location: CDMX**

LI-ZM1

**What's in it For You?**

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

- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
- ** Wellbeing**:Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
- ** Culture**: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
- ** 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**: Ten 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.

Do you want to be part of a team

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