Job Description:
The Product Support Specialist provides customer service and technical support to users of Thomson Reuters Legal Tracker, helping resolve product and system-related issues. The role involves troubleshooting, guiding users on product features, collaborating with internal teams on complex cases, and ensuring a positive customer experience. Strong communication, problem-solving, and customer support skills are essential, while familiarity with legal technology and CRM tools is a plus.
Key Responsibilities:
Respond to customer inquiries via phone and e-mail, providing timely and accurate solutions to product-related questions and technical issues.
Guide users through product features, functionalities, and troubleshooting steps for various legal software and platforms.
Document customer interactions, issues, and resolutions accurately in the CRM system.
Collaborate with internal teams (e.g., product development, sales) to escalate complex issues and provide customer feedback.
Stay up-to-date with product updates, recent features,



and changes in legal practices relevant to Thomson Reuters offerings.
Maintain a high level of professionalism and customer satisfaction in all interactions.
Identify opportunities for process improvement and contribute to knowledge base articles.
Work Mode: Hybrid (2-3 days work from office is mandatory every week).
Shift Timing: 3:30am IST to 12:30pm IST.
Required Qualifications:
Bachelor's degree in a relevant field or equivalent practical experience.
At least 2-4 years of relevant experience.
Proven experience in a Call Center, Customer Service, or Technical Support environment.
Excellent written and verbal communication skills in English.
Strong problem-solving and troubleshooting skills.
Customer-focused mindset with a commitment to delivering high-quality support.
Ability to work independently and collaboratively in a team environment.
Proficiency in CRM software and customer support tools.
Ability to manage multiple priorit

📌 Product Support Specialist (Hyderabad)
🏢 Thomson Reuters
📍 Hyderabad