o Customer support executive will provide product related technical support (call or client visit)
o Handle customer queries / inquiries via phone, email, visits, remote desktop sharing etc
o Provide service in an efficient, courteous, professional manner.
o Maintain better relations with clients and contribute to overall business objectives
Scope and Impact
o Should provide support for only customer who are under AMC
o Should work with Team and maintain cordial relationship with team members
o Good Interaction with customers as it plays a pivot role in maintaining a positive customer relationship. This is critical to ensure no negative customer experience occurs, which may have a potential impact on business, customer satisfaction and retention.
Major Responsibilities / Accountabilities
o Respond to customers queries via phone, email, remote desktop
o Inquiries will typically include product related technical/functional queries, website information, upgrades, license, AMC, support visit, sales etc
o Follow support scope to resolve queries
o Log and classify all calls and requests for assistance in the call tracking
o Filter and escalate calls as appropriate.
o Apply active listening skills to diffuse a potentially tense customer interaction or escalate to senior executive
Company Name: Thomson Reuters
Position: Customer Service – Technical Support
Education: Bachelors Degree, MBA
Experience: 0 – 1 Years
o Database knowledge ( MS SQL, Access)
o Dot Net framework
o IIS webserver hosting and troubleshooting
o Windows server 2003 and above
o OS – Windows XP, Win 7x
o Citrix server environment
Professional Skills & Competencies
o Strong written and verbal communication skills
o Strong customer service skills within fast-paced
o Ability to work through customer conflict and provide resolution.
o Judgment is required to determine resolution (no scripting is utilized).
o Active listening skills to be used to interpret a customer’s inquiry and to diffuse a potentially tense customer situation.
o Ability to handle multiple tasks
Bachelor’s Degree or equivilant required; MBA preferred.
Thomson Reuters is a global leader in providing essential information to the world”s businesses and professionals in Law, Financial Services, Tax & Accounting, Media & News, Healthcare and Scientific Research. With our deep expertise and understanding of these professions, we are able to offer our customers a broad range of innovative products and services. The relevent, insightful information and intuitive supporting systems we provide enable our customers to be successful. Thomson Reuters has operations in 93 countries around the globe.
How to Apply: