Product Support Associate (Remote)

Summary :

As a Product Support Associate, you will have a direct impact on customer satisfaction by providing timely, professional, and courteous technical assistance supporting our SurePrep software. You will handle customer inquiries via phone and / or chat, focusing on resolving inquiries efficiently and ensuring all necessary actions are taken to resolve issues. You will advocate for our customers, deliver high-quality support, and collaborate with internal teams to contribute to ongoing product improvements.

About the Role

Respond promptly and professionally to customer inquiries via phone and / or chat, delivering exceptional technical support.

Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.

Guide clients through step-by-step solutions, ensuring clear communication and a thorough understanding of the process.

Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.

Follow up with customers to ensure resolution and satisfaction.

Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.

Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.

Stay current with technological trends and updates to provide accurate and effective support.

Participate in training and deliver on-demand coaching to enhance technical and customer service skills.

Adhere to all company policies and procedures, including data security and privacy guidelines.

Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Work Schedule

Availability to work varying shifts and / or overtime as needed.

Non-Peak Season (May-August, November-December)

We’re open Monday-Friday from 9am-8pm ET.

Peak Season (January-April, September-October)

We’re open Monday-Friday as early as 8 am-10 pm ET as well as being open until midnight on the 4 major deadlines of the year.

Open most Saturdays & some Sundays from 9am-6 pm ET.

About You

Demonstrated experience in a technical support or customer care role (tax, IT Help Desk, or related technical support experience is a plus).

Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Strong problem-solving, analytical, and critical thinking abilities.

Exceptional customer service skills, including patience, empathy, and professionalism.

Knowledge of computer software, operating systems, and common applications.

Proficiency in help desk software and remote support tools.

• Ability to work independently and as part of a collaborative team.

Strong organizational and time management skills, with attention to detail.

Flexible and adaptable to changing work environments and technologies.

Commitment to continuous learning and self-improvement.

Growth mindset, willingness to embrace change, and customer focus.

Stable internet connection with the ability to use a wired connection if required.

Utilization of all equipment provided for maximum efficiency (laptop, monitors, docking station, mouse, keyboard).

Required Qualifications

High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. A bachelor’s degree in a related field is a plus.

Proven experience in a technical support role within a customer-focused environment.

Demonstrated knowledge of troubleshooting methodologies for software and hardware.

Ability to maintain confidentiality and handle sensitive customer information with integrity.

Progression to production may be contingent on the successful completion of training

#LI-SS

What’s in it For You?

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.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits : optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations.

For any eligible US locations, unless otherwise noted, the base compensation range for this role is $36,540 - $67,860.

This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.

Base pay is positioned within the range based on several factors including an individual’s knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.

This job posting will close 11 / 28 / 2025.

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 .

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