.**Customer Support Representative - Bilingual French/English**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 French/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 French/English**, you will:- Resolve all technical and service issues related to all Confirmation products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.- Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services.- Achieve all department assigned metrics.- Report and escalate issues leading to recurring technical problems.- Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.- Develop or suggest Knowledgebase articles for internal and external users.- Create support documentation for troubleshooting, training, and other areas as needed.- Educate self and colleagues on new releases, test functionality and report on issues found during product releases.- Promote usage of our public help center to users to encourage self-help on support queries.- Troubleshoot and solve basic common user problems in real time, including navigation problems, browser-related issues.- Escalate top priority, production-critical issues.- Achieve quality and productivity metrics while providing an effortless customer experience.- Proactively learn new features and enhancements to existing products to effectively support existing users.**About You**You're a fit for the role of Customer Support Representative - Bilingual French/English if your background includes:- Fluent written and verbal communication skills in French and English- Minimum: 1 year experience in a customer facing position or equivalent experience desired. 2- or 4-year technical degree preferred.- Experience working with Microsoft office suite.- Strong problem solving, analysis, design, and testing skills.- Quick learner, eager to leverage new technologies in a dynamic team environment.- Commitment to customers.- Proven experience owning issues to resolution