Digital Chat Assist

Digital Chat Assist 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 and handle customer inquiries via phone, email, or chat regarding technical issues with the software, hardware, online or electronic products. This includes keeping a clear and active focus on inquiry resolution and ensuring that all the necessary action is taken to resolve a customer's inquiry. Provide service in a professional and courteous manner. About the Role: In this opportunity as a  Digital Chat Assist, you will: Respond to customers' inquiries relating to technical issues with the software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call-tracking database May provide escalation support to junior-level staff on complex technical escalations. Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions. Filter and escalate inquiries relating to other aspects of the Thomson Reuters business (e.g. technology, product development, etc.) as appropriate. Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution. Follow the appropriate company policy and procedures to respond to more complex and/or specialized issues, resolving as many queries as possible on the first call. Solving a complex issue may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact. Has authority to offer customer refunds or discounts as needed or necessary within department guidelines (e.g. subscription extension, password release). Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs. Inform team on product development updates and integration as necessary. May act as a subject matter expert. May provide work direction to resolve an escalated customer inquiry. May coach and develop junior staff on job-specific tasks and processes. May provide feedback to team managers on specific employee performance or concerns. May act as an overall product contact and informs the department of changes and necessary information to properly support a specific product line. About You You’re a fit for the role if your background includes: Bachelor’s degree preferred or equivalent work experience in lieu of a bachelor’s degree. 1 – 3 years of experience doing similar activities. Excellent verbal and written communication (Spanish & English) Strong interpersonal skills (personable and professional) Ability to conduct self in a professional manner Agile learners – Ability to learn something new Commitment to a schedule that coincides with the customer’s workday Intermediate computer skills and ability to navigate software programs such as Microsoft Experience in CRM preferred Motivated competitive with a positive attitude. Demonstrate the ability to rapidly learn new knowledge and acquire new skills Maintain stable performance under pressure (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others in the organization. Display determination, persistence, and patience and be resilient in the face of adversity. #LI-ZM1 What’s in it For You? 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. 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 fin ... (truncated, view full listing at source)