Digital Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México Thomson Reuters A tiempo completo

About the Role

In this opportunity as a Digital Support Specialist, you will:

  • Provide technical assistance to customers via chat, resolving complex issues related to software, online, and electronic products.
  • Log and classify all calls and requests for assistance in the call tracking database.
  • Escalate complex technical issues to junior staff and provide guidance on resolution.
  • Use analysis and judgment to select methods and techniques for obtaining solutions.
  • Filter and escalate inquiries related to other aspects of the Thomson Reuters business.
  • Track inquiry resolution progress and proactively update customers on status.
  • Follow company policies and procedures to respond to complex issues, resolving as many queries as possible on the first call.
  • Offer customer refunds or discounts as needed, within department guidelines.
  • Assist new team members in learning processes and procedures.
  • Inform team on product development updates and integration.
  • Act as a subject matter expert and provide work direction to resolve escalated customer inquiries.
  • Coach and develop junior staff on job-specific tasks and processes.
  • Provide feedback to team managers on employee performance or concerns.
  • Act as an overall product contact and inform department of changes and necessary information.

About You

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

  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • Experience using call tracking databases and customer support software.
  • Excellent verbal and written communication skills.
  • Ability to interpret customer needs, determine solutions, and assess downstream impacts.
  • Experience in providing exceptional customer service and managing customer inquiries efficiently.
  • Experience providing escalation support to junior staff on complex technical issues.
  • Ability to act as a subject matter expert and overall product contact.
  • Proactive approach to tracking inquiry resolution progress and updating customers.

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 for our office-based roles.
  • Wellbeing: Comprehensive benefit plans, flexible and supportive benefits for work-life balance, and 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, and Ten Thousand Coffees Thomson Reuters café networking.
  • Social Impact: Ten employee-driven Business Resource Groups, two paid volunteer days annually, and Environmental, Social, and Governance (ESG) initiatives.
  • Purpose-Driven Work: We help our customers pursue justice, truth, and transparency, and we're committed to upholding the rule of law, turning the wheels of commerce, and providing trusted information to people worldwide.

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