Customer Support Representative

at  Thomson Reuters

CUSTOMER 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!
Join our team! We are looking to add a new Customer Support Representative - Bilingual Spanish/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 Spanish/English, you will:

• Act as the main point of contact for troubleshooting, diagnosing, and escalating customer support queries related to Confirmation products, ensuring resolution of technical and service issues with excellent customer service and problem-solving skills.
• Accurately document all customer interactions and feedback, achieve department metrics, and report recurring technical issues for escalation, while continuously improving technical and customer service skills.
• Develop and suggest Knowledgebase articles, create support documentation, and educate self and colleagues on new product releases, testing functionality and reporting issues.
• Promote the public help center for self-help, provide real-time troubleshooting for common user problems, escalate critical issues, and proactively learn new features to support users while meeting quality and productivity metrics.

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

• Fluent written and verbal communication skills in Spanish and English
• Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
• Experienced in customer support through phones, emails, or in-person interactions, with a commitment to resolving issues and ensuring customer satisfaction. Capable of working both independently and as part of a team in a dynamic, fast-paced environment.
• Proficient in Microsoft Office Suite, with strong problem-solving, analysis, design, and testing skills. Quick learner, eager to leverage new technologies to enhance performance and contribute to team success