Product Support Specialist I

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

LexisNexis ThreatMetrix is seeking a Product Support Specialist I / Support Engineer to join our 24x7 Customer Support team. You will deliver advanced technical support for ThreatMetrix and Emailage, monitor and troubleshoot issues, and escalate appropriately.

This role may include weekend and overnight shifts, with responsibilities covering installation walkthroughs, site navigation, and documenting interactions in Salesforce.

Qualifications

• Minimum of 5 years of Customer Support experience (pre/post sales).
• Excellent written and oral English communication skills.
• Ability to multi-task while researching and documenting inquiries.

Responsibilities

• Provide high-quality technical support for ThreatMetrix and Emailage products via phone and email.
• Log all interactions, findings, and resolutions in Salesforce.
• Assist customers with installation and product UI navigation.
• Escalate issues to second level teams when needed.

Skills

Customer support experience

English communication

Multi-tasking

Problem solving

Technical aptitude

Education

Bachelor's degree

Completed 2 years of college

Tools

Salesforce

Putty

Postman

Grafana

Django

SSL Shopper

Job description

LexisNexis® ThreatMetrix® is an enterprise solution for digital identity intelligence and digital authentication that is trusted by over 5,000 leading global brands to inform daily transaction decisions. By combining digital identity insights built from billions of transactions with leading analytic technology and embedded machine learning, our fraud prevention solutions unify decision analytics across the entire customer journey. LexisNexis® Emailage® Discover sophisticated, high-speed risk assessment with simple implementation. Designed to help you increase your top-line revenue by reducing false positives, increasing conversions, minimizing abandonment and building trust from genuine customers. It analyzes multiple attributes when an email address is present to quickly and more accurately deliver a risk score to your business – no matter the channel, transaction type or customer touchpoint – all without causing unnecessary disruption to the user experience.

As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Product Support Specialist I /Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.

Role Overview

Product Support Specialist I/Support Engineer plays a vital role in delivering advanced technical support for customers using ThreatMetrix and Emailage products. This position is responsible for monitoring, troubleshooting, and escalating cases appropriately—whether assigned directly or taken from the support queue. This role is part of the 24x7 support team that is responsible for responding to customer’s initial questions and monitoring the Service that LexisNexis Risk ThreatMetrix provides. This position will be shifting work to cover specific hours throughout the week which may include weekends and overnight shifts. The issues can range from a simple password reset to webpage workflow of ThreatMetrix code to troubleshooting network connections to working with the customer on specific rules to improve their risk posture.

As part of the transition to RESSPI, the scope of work includes the following services: Technical Support – Email & Phone Outlook and trans

Key Responsibilities

• Perform basic to intermediate troubleshooting steps and utilize internal tools to investigate, resolve, and document technical issues.
• Provide high-quality support to both internal and external customers through phone and email.
• Accurately log all customer interactions, research findings, and resolutions in Salesforce.
• Assist customers with installation and walk through of product user interface and site navigation.
• Provide login, search, usability, research and technical support for multiple proprietary products and services.
• Escalate issues to second level teams or other appropriate teams when necessary.

Educational Background

Bachelor's degree holder (BA/BS) or Completed at least 2 years level in College (no back subjects/incomplete units) (Web Support/App Level 2 Support/etc.) Technical course is preferred or a similar course.

Required Skills and Experience

Minimum of 5 years of Customer Support (pre/post sales) experience and desire to solve customer issues. Great Customer-facing skills (email and phone). Ability to multi-task; specifically, research and document customer inquiries while talking on the phone with customers. (talk and type simultaneously). Understanding of the "internet"; basic networking, SSL Certificates & DNS. Strong background on API Analytical and creative thinking skills while adhering to established process guidelines. Excellent written and oral communication skills in English. Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives Work in collaborative environment.

Additional Skills and Experience Considered a Bonus

Knowledge of database strategy, basic networks concepts (i.e. DNS, SSL certificates/privileges, SQL, etc.) Has a background in using Putty/Postman/Grafana/SSL Shopper/Django/etc.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. We are committed to providing a fair and accessible hiring process.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.