Product Support Representative

About this role

Note: This is a remote role in the US. We are not sponsoring a visa for the role, and only U.S. citizens or Green Card Holders are eligible to apply.

Summary: Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!  In this level, your primary goal is to build your fundamentals: provide an exceptional level of service to customers via email, phone, and chat, while developing your knowledge of SafeSend’s product suite and the tax and accounting industry. You will focus on efficient inquiry resolution 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    In this opportunity as a Product Support Associate, you will be responsible for:  • Build a working knowledge of SafeSend One and develop your knowledge of the tax & accounting industry.

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

• Develop your support skills through on-the-job practice, mentorship, assigned training, and self-directed study.

• Maintain a CSAT score at or above 90%.

• Become a skilled, self-directed learner: know where your resources are and utilize them appropriately, develop awareness of your strengths and areas for growth, and proactively ask for help when you need it.

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

• Guide clients through step-by-step solutions to ensure clear communication and customer understanding.

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

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

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

• 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.

• Gradually increase independence and decrease support needed from your manager and senior teammates to service customers.

Work Schedule • Available Hours from Monday – Friday from 10:30 AM to 7 PM

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

About You   You’re a fit for the role if your background includes:   • 1+ years of experience in a customer-facing role preferred, ideally in the tax, accounting, or finance industry.

• Well organized and adept at managing customer follow-up in addition to new inquiries from customers.

• Experience with email, telephony, and chat customer interactions preferred.

• Able to effectively articulate responses in both a written and verbal manner.

• Highly reliable with measurable time management skills and in some instances, the ability to multitask and prioritize to meet deadlines and expectations.

• Above average computer skills (Microsoft Office Suite, Azure, Zendesk), prior experience with SaaS software a plus.

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 successful completion of training.

#LI-LB1    

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 commitment of 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 paid leave, 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

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