Product Support Associate, Tax & Accounting
About the Role
In this opportunity as Product Support Associate, you will:
Provide timely support across a wide range of local and cloud based tax and accounting products, as needed, to include inbound phone calls, emails, chat and web submission
Deliver high quality customer experience on a consistent basis, advocating for the customers
Efficiently utilize internal resources and execute good time management
Ensure adherence to departmental processes and procedures
Assist and collaborate with other internal teams, as needed
Participate in training projects and deliver on-demand coaching
Working Expectations:
This role is a 40/hour week position, but during peak season, there is potential for overtime, up to 60 hours a week. Please review details below:
Non-peak season:
Open 8:00am – 8:00pm EST, Monday-Friday (no weekends)
During Summer Phone Contact Hours end at 8:00PM EST
Generally, 9-hour shifts with an hour lunch for a total of roughly 40 hours/week
Peak season:
Specific ‘peak seasons’ depends on product(s) supporting
Main peak season is Jan-Apr & Sept – Oct; Open Monday-Saturday & occasional Sundays
Monday-Friday hours are 8:00am – 10:00pm EST; Sat & Sun hours are 9:00am - 6:00pm EST
Also open until Midnight on the actual ‘deadline’ days
9.5-11-hour shifts (generally with 45min - 1 hour lunch) for roughly 45-60 hours/week. Mandatory OT during high volume times.
About You
You’re a fit for the role of Product Support Associate if you:
Have experience in a customer care support role (tax, technical support or IT Help Desk knowledge is a plus)
Demonstrate critical thinking and strong customer service skills
Are available to work varying shifts and/or overtime, as needed
Demonstrate a high work ethic and ability to be timely, efficient, and reliable
Demonstrate a customer focus and growth mindset, as well as embrace change
Associate degree or equivalent workforce experience preferred
You have stable internet connection with the ability to have a wired connection to your router, if needed
Make use of all equipment that's provided to ensure maximum efficiency: laptop, monitors, docking station, mouse & keyboard.
What’s in it For You?
At Thomson Reuters, our people are our greatest assets. Here are some of the benefits we offer for your personal and professional growth:
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 Days 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-DM1
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 26,000 employees across more than 70 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, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
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