[Hiring] Product Support Associate REMOTE USA
Position: Product Support Associate
Date Posted: November 7, 2025
Industry: Management Consulting / Information Services
Employment Type: Full Time (Remote)
Experience: Minimum 4 years of relevant technical support or customer-facing experience
Qualification: High school diploma or equivalent required; associate degree or related workforce experience preferred (bachelor’s degree is a plus)
Salary: $36,540 – $67,860 (base, location-dependent)
Location: Frisco, Texas, United States, REMOTE
Company: Thomson Reuters
Description:
Summary
Join Thomson Reuters as a Product Support Associate and play a vital role in delivering timely, professional technical help to customers using our SurePrep software. You will respond to customer requests via phone and chat, troubleshoot software issues, document interactions, and work with product teams to improve the user experience.
About the Role
• Provide prompt, courteous technical support to customers through phone and chat channels.
• Diagnose and resolve software-related issues, escalating more complex incidents to engineering or product teams when necessary.
• Walk customers through step-by-step solutions and ensure they understand required actions.
• Carefully document customer interactions, issues, and resolutions for accuracy and continuity.
• Follow up to confirm customer satisfaction and closure of incidents.
• Share product feedback and recurrent issue trends with internal teams to help shape product improvements.
• Use internal knowledge bases and tools efficiently while meeting team productivity goals.
• Participate in training and coaching to strengthen technical and customer service skills.
• Adhere to company policies, data security, and privacy requirements.
Work Schedule
• Must be available to work rotating shifts and occasional overtime.
• Non-Peak Season (May–Aug, Nov–Dec): Monday–Friday, 9:00 AM–8:00 PM ET.
• Peak Season (Jan–Apr, Sep–Oct): Hours expand to as early as 8:00 AM up to 10:00 PM ET on weekdays, with extended coverage to midnight for major deadlines; weekends coverage required on some Saturdays and Sundays.
Required Qualifications
• High school diploma or equivalent; associate degree or relevant experience preferred.
• Proven experience in a technical support or customer service role.
• Solid troubleshooting skills for both software and common hardware issues.
• Strong written and verbal communication — able to explain technical solutions to non-technical users.
• Familiarity with help desk software and remote support tools.
• Reliable high-speed internet (wired connection available if required) and ability to use employer-provided equipment (laptop, monitors, docking station, etc.).
• Ability to maintain confidentiality and handle sensitive customer data.
Preferred Qualifications
• Experience in tax software support, IT help desk, or related technical support environments.
• Knowledge of support metrics and escalation workflows.
• Comfortable with continuous learning and adapting to evolving tools and product features.
What’s in it for You?
• Flexible work arrangements (including work-from-anywhere options for up to eight weeks per year) to support work-life balance.
• Career growth opportunities through ongoing learning programs and skills-first development.
• Competitive benefits package including health, dental, vision, retirement plan with company match, paid time off, tuition reimbursement, and mental health support.
• Inclusive, award-winning culture focused on collaboration, growth, and social impact.
• Opportunity to contribute to products that support transparency, justice, and trusted information worldwide.
Compensation & Closing Date
• Base compensation range for eligible U.S. locations: $36,540 – $67,860.
• This role may be eligible for an annual bonus based on company and individual performance.
• Job posting closes on 11/28/2025.
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
