Company
Thomson Reuters
Eligibility
BE/BTech/BSc/Other degree
Experience 0
- 2 yrs
Location
Hyderabad
Job
Role
Product Support Analyst
JOB
SUMMARY:
Company
Profile:
We
are the leading source of intelligent information for the world’s businesses
and professionals, providing customers with competitive advantage. Intelligent
information is a unique synthesis of human intelligence, industry expertise and
innovative technology that provides decision-makers with the knowledge to act,
enabling them to make better decisions faster. We deliver this must-have
insight to the financial and risk, legal, tax and accounting, intellectual
property and science and media markets, powered by the world’s most trusted
news organization.
Job
Description:
1.
Receive and provide written/voice/chat support to customer inquiries utilizing
the Customer Relationship Management (CRM) system, ensuring that customer
inquiries are handled correctly and efficiently, in support of current Service
Level Agreements and Key Performance Indicators, and in conjunction with GCS
policies and procedures
2. Maintain a productive case load in support of the overall production requirements
3. Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
4. Maintain an acceptable ratio of aged cases, initiating follow up as needed
5. Efficiently resolve customer problems and/or questions related to Thomson Reuters ResearchSoft products and services
6. Process all customer inquiries in a professional, accurate, courteous and timely manner
2. Maintain a productive case load in support of the overall production requirements
3. Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
4. Maintain an acceptable ratio of aged cases, initiating follow up as needed
5. Efficiently resolve customer problems and/or questions related to Thomson Reuters ResearchSoft products and services
6. Process all customer inquiries in a professional, accurate, courteous and timely manner
Candidate
Profile:
1.
0 -2 years of experience in a Contact Center or Support Desk environment
2. Demonstrated customer and/or technical support experience
3. Experience with Contact Center Operations and CRM functionality
4. Excellent written, interpersonal communication and problem solving skills
5. Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers
6. A good team player with the ability to work on own their initiative with minimal direct supervision
7. Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
8. Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning
2. Demonstrated customer and/or technical support experience
3. Experience with Contact Center Operations and CRM functionality
4. Excellent written, interpersonal communication and problem solving skills
5. Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers
6. A good team player with the ability to work on own their initiative with minimal direct supervision
7. Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
8. Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning
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