Product Support Representative

Product Support Representative - Operations Customer Service & Support

Position Overview

The Product Support Representative helps customers understand, adopt, and get the most value from CoCounsel by providing support through chat, phone, and email. This role troubleshoots product issues, supports onboarding, promotes feature adoption, and maintains internal knowledge resources. The ideal candidate has 3+ years of SaaS support experience, strong communication skills, technical aptitude, and either legal experience or a willingness to learn the legal industry.

About the Role

In this opportunity as a Product Support Representative , you will:

• Speak with customers via live chat, phone, and email to help them master our technology and expand product knowledge, diagnose and treat issues related to product usage, and serve as the first point of contact for any other matters concerning content and software features.

• Speak to leads and existing customers about the benefits and use-cases of CoCounsel to promote adoption or enhance usage.

• Work with our success team to quickly and efficiently onboard new clients.

• Assist in the maintenance of internal knowledge bases to ease internal education.

• Partner with other departments and technical support teams to upskill peers in CoCounsel.

About You:

You're a fit for the role of Product Support Representative if your background includes:

• 3+ years of SaaS support experience

• You have strong communication skills and can explain complicated issues in an approachable way.

• You are personable with a friendly and approachable tone and positive attitude. You are a customer relationship builder and a problem solver!

• You are calm under pressure and thrive in a fast-paced environment.

• You are a team player and understand the importance of collaboration.

• You are a curious, self-starter. We offer a variety of teaching methods to support your growth in this role, but your success will be directly influenced by the effort you invest.

• You are punctual and prompt, understanding and respecting deadlines and the need to respond quickly to users - work ethic is everything.

• You are extremely tech savvy and comfortable learning new technologies.

• You are flexible and can adapt well.

• You likely have prior legal experience. If you do not have prior legal experience, you are invested in self-guided learning about the law - our users are attorneys, and you will need to learn about what attorneys need for their practices and businesses in this role.

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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 finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, 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 flexible vacation, 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.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

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. 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.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here .

Learn more on how to protect yourself from fraudulent job postings here .

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