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Product Support Representatives at Confirmation, part of Thomson Reuters, are tasked with gathering the appropriate Authorization and Authentication documentation for all users of the Confirmation application. They ensure that users accessing our platform are appropriately licensed and that their accounts are setup correctly and properly maintained. Agents are required to always conduct themselves in a professional manner and provide accurate, timely, and detailed information about our application to both internal staff and external users. 

About the Role

Duties and Responsibilities:

• Validating new accounts and users for both requestors and responders through on-line investigative research and direct customer outreach

• Analyzes, organizes and prepares the final submission of validation evidence and submits to the supervisor for approval

• Reinspecting the professional credentials for active accounts to ensure accurate & secure access to the platform in line with established business practices

• Account/Database Maintenance which would include updating settings at both the account and user and can include updating contact information, adding new form types for responders, merges for requestors and other actions as appropriate

• Setting up new accounts or departments per Sales team requests, typically for larger and more complicated accounts

• Researching, contacting, and removing registrants who have registered incorrectly

• Follows documented procedures and utilizes the internet, phone, email, and other subscription-based services to verify user information

• Creates and maintains records in both Salesforce and the Confirmation.com platform

• Conducts timely follows-up with users and/or internal stakeholders.

• All other duties as assigned

Key Relationships

The individual will work closely with cross functional teams such as Sales, Security, Support and the Advanced Solutions teams

Training

• Training will be provided

About You

Education, Experience, Essential Skills:

• Required 1 year of relevant experience, preferably in a customer service environment

• Fluent written and verbal communication skills in English

• Comfortable with computer technology and learning new applications 

• Meticulous online research and investigation skills

• Proficient with Microsoft Word, Excel, Outlook

• Strong customer service, proofreading and editing skills & people skills

• Skilled at research methodologies and critical thinking

• Complex problem solving

• Superior at noticing the nuances of situations, taking detailed notes and preparing flawless documents

• Work as part of a team & individually

• Ability to work in a dynamic, fast-paced environment

• Self-motivated, quick and intuitive learner with attentive active listening skills

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