Thomson Reuters is hiring freshers for the role of Product Support Consultant at their Mumbai office. Open to graduates from any discipline, this role involves providing expert support to clients, ensuring smooth usage of the company’s products and addressing any technical or operational issues.
Company Name: Thomson Reuters
Job Role: Product Support Consultant
Education Required: Any Graduate
Experience Required: Freshers
Job Location: Mumbai
Roles and Responsibilities:
- Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships.
- Assist with management of Knowledgebase content, including time-sensitive quality review and feedback to team members.
- Fulfil product lead responsibilities by reading call logs, creating documentation, and/or training team members.
- Assist team members with client questions related to Team’s supported Product(s) and system related issues.
- Work closely with training and instructional designers to build and evolve training materials.
- Lead Mock-Call sessions with new and existing team members to build call management proficiency on need basis.
- Identify gaps/process changes needed and implement changes.
- Collaboration with Training and Workforce Management.
- Create product specific feedback reports for various product development team.
- Assist management with recruiting activities such as, attend career fairs and job shadowing, as necessary.
- Deliver Refresher training both internally and externally when needed.
- Assist Sales Team with Support inquiries on a need basis.
- Voice of Customer collaboration.
Required Skills and Qualifications:
- Sound product Knowledge.
- Critical thinking and problem-solving skills in a service environment.
- A strong understanding of tools and applications.
- Ability to interpret and analyse customer inquiries.
- Apply complex search techniques to get desired results.
- Active listening skills to be used to interpret a customer’s inquiry.
