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 tool

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