[ref. c55439602] Technical Support Representative (Bilingual)
Thomson Reuters Manila
Bilingual Technical Support Representative, Legal Customer Technical Support Canada
Are you passionate about enhancing customer satisfaction and resolving technical issues? Join our dynamic team where your role will significantly impact customer satisfaction. As a Customer Support Specialist, you will handle inquiries via phone and email related to technical issues with software, hardware, online, or electronic products.Your focus will be on resolving inquiries efficiently and ensuring all necessary actions are taken to address customer concerns.
You will provide professional and courteous service, responding to inquiries about complex products or specific customers based on size or revenue. Additionally, you will contribute to process improvement ideas and best practices to streamline operations and enhance the customer experience.
About the Role
In this opportunity as Bilingual Technical Support Representative, you will:
- Provide technical support in French and English for customers using Thomson Reuters products in Canada by phone and email.
- Assist customers with installation, accessing products, using products and troubleshooting technical issues.
- Take ownership of customer issues and appropriately follow up with customer when first call resolution is not possible.
- Own your personal, professional development along with staying current on updates to our products and learn new products as they are released.
- The ability to analyze customer issues, identify root causes, and develop effective solutions quickly and efficiently. This includes leveraging data and feedback to continuously improve processes and enhance the customer experience.
About You
You're a fit for the role of Bilingual Technical Support Representative if you have the following required qualifications:
- French language proficiency
- Contact center experience
- Customer Service experience
- Troubleshooting and Technical Support
- Working knowledge of hardware, software, connectivity, operating systems and file structures.
- Basic understanding of computer networking.
- Capable of learning, understanding and communicating higher level technical information.
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What's in it For You?- 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.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media.Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency.
Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
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. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
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