Customer Support Representative

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!

Join our team! We are looking to add a new Customer Support Representative - Bilingual Spanish/English based in Mexico City, Mexico that will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.

The team will provide support to customers globally. This position will operate on the following shift pattern (Monday to Friday): 8:00am to 5:00pm CST.
This position will require 2-4 months of training (Monday to Friday) in US hours 08:00am to 05:00pm CST.

About the Role
In this opportunity as Customer Support Representative - Bilingual Spanish/English, you will:

• Act as the main point of contact for troubleshooting, diagnosing, and escalating customer support queries related to Confirmation products, ensuring resolution of technical and service issues with excellent customer service and problem-solving skills.
• Accurately document all customer interactions and feedback, achieve department metrics, and report recurring technical issues for escalation, while continuously improving technical and customer service skills.
• Develop and suggest Knowledgebase articles, create support documentation, and educate self and colleagues on new product releases, testing functionality and reporting issues.
• Promote the public help center for self-help, provide real-time troubleshooting for common user problems, escalate critical issues, and proactively learn new features to support users while meeting quality and productivity metrics.

About You
You’re a fit for the role if your background includes:

• Fluent written and verbal communication skills in Spanish and English
• Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
• Experienced in customer support through phones, emails, or in-person interactions, with a commitment to resolving issues and ensuring customer satisfaction. Capable of working both independently and as part of a team in a dynamic, fast-paced environment.
• Proficient in Microsoft Office Suite, with strong problem-solving, analysis, design, and testing skills. Quick learner, eager to leverage new technologies to enhance performance and contribute to team success.

To apply, please upload your updated resume in English.
Location: CDMX


What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
  
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
  
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
  
• Learning & Development: Linked In Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
  
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact.
  
• Purpose-Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet 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.
  

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.